Microsoft basic 365 subscription not working

Question

I was billed on 19/07/2024 for a monthly recurring subscription, but received an email saying I am over my storage and need to purchase an active subscription, but everything on my microsoft account says I still have an active subscription. I can't purchase a new one, although when trying I was just charged 2.99$ but I can't cancel or do anything. I haven't gone over my 100GB, but it's saying I only have the generic 5GB that comes with a free service, but I've paid and am billed for the month. Now I cant receive or send emails.

Please help.

Answer 1

Hi, Molly Lovakovic

Welcome to the Microsoft community! 

I understand that even though you are paying for OneDrive space, OneDrive space is still limited! 

Please log in to this link and check if your subscription status is normal: Microsoft account | Sign In or Create Your Account Today – Microsoft

If it's normal, then there may be a problem with your OneDrive account status, I'd love to help you directly with your problem. However, there are two privacy guidelines restrict community support for now:

1. Privacy and Security: Financial and subscription issues often involve sensitive personal information that should not be shared publicly on forums.
2. Access account information: Community agents do not have direct access to users' subscription details or billing information. Therefore, we are unable to verify payments or make changes to your accounts. This information should be left to Chat support and be in an individual window

When Microsoft's regular self-help channels do not provide enough support, you can Send an email to the OneDrive support team or access online chat support and get ready with the necessary account and identity evidence, such as email address/account precise address information, etc. Here are some steps that you can follow: 

1. Visit this website: https://support.microsoft.com/en-us/home/contact
2. Type in your problems in the search box there. For instance, OneDrive Storage, etc.
3. Now click Get help and Select Contact Support below.
4. Go to the Products and services tab, and choose either Microsoft 365 and Office category or Other Products
5. On the Category tab, choose Manage My Subscription or other alternatives.
6. Go to Confirm.
7. You can now choose the option of Chat with a support agent on your web browser.

Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Thank you for your understanding and patience. I hope your problem is solved successfully. 

Best Regards, 

Mila.L-MSFT| Microsoft Community Support Specialist