Paying for two Subscriptions

Question

I seem to be paying for two subscriptions. I receive a monthly invoice and a payment of €12.05 is taken from my account but when I try to access this invoice via the email it does not recognise my email.

I also pay an annual subscription of €99.

I have Microsoft 365 for Mac on my computer. Please help me.

Which subscription payment relates to the one I use? I am afraid to cancel the only account I seem to have access to which is the account I am contacting you via now.

I have attached a copy of the monthly invoice I receive regarding the €12.05 payment. I would apprecite you immediate support.

I have been over paying for this service for over a year now. Thank You. Nuala

Answer 1

Thanks for the information.

1. These emails appear to be genuine because you also have a debit entry on your account but still check and share the full email address that these emails come from.

It's strange that when you try to login with your Microsoft account information via the link from the email, you are notified that your email is not recognised. Please share the URL (webpage address) that this link takes you to

3. Do the dates on this email for the debit correspond to the dates of debits in your bank account?

4. a. Your Microsoft account doesn't show a charge in the Order History - check 'point b. below' or you might want to report this charge to your bank as fraud so that they can investigate and stop this charge going forward. In some cases, they may help you get the money back as well as you are protected by the financial institutions against fraudulent charges.

b. If you have a family group, then check out this link to get information on their charges -->

View family members' Microsoft Store purchases https://support.microsoft.com/help/36c6d195-9f6d-356b-382a-340b7bc9b07f

5. If possible, try contacting Microsoft support once again for help.

-Amit

Answer 2

Thank you Amit,

1. I received this monthly invoice from Microsoft to the only email I use. Screenshot attached
2. There is a blue square in this email that says view your invoice>. - When I click on this and enter my email details on where it asks to login it says that it does not recognise the email. However, I have logged into 365 on another window on my Mac with these details!! (Same email as the invoices were sent to!!)
3. There is definitely a monthly debit of €12.05 on my account. We have been receiving this for over a year now.
4. When I tried to verify my purchases which you have outlined above, it says that I have not purchased anything in the last 3 months. b. On the account I have logged into it says I have 'Microsaft 365 family' account
5. I have contact Microsoft support and have created a call back option. They have called me back and when I answered I was in a queue. I waited for almost 1 hour but have just had to hang up as I received aother call.

I am completely baffeled with this.

I am hoping Microsoft will call back again so that I can get to the bottom of it.

Any further help would be greatly appreciated.

Nuala.

Answer 3

Hi Mulranny,

Note: This is a community of Microsoft products users. We help each other, and we do not work for Microsoft.

1. Do you receive this monthly invoice from Microsoft or from your bank? Because the invoice from Microsoft will go to the email address that's has this subscription.

Note: The copy of this invoice didn't come through to us.

2. Could you tell us how you are trying to access this invoice? Are you going to some link or are you using the link in the email?

3. Please make sure that this is a genuine email and please verify that there is really a debit on your account for €12.05.

4. To verify which purchase is connected to your Microsoft account, try these two ways:

a. Check your order history:

• Go to this link --> account.microsoft.com/billing/orders
• Login with your Microsoft account details

Here you will see all your purchases made at Microsoft.

b. Verify subscription:

• Go to account.microsoft.com/services
• Login with your Microsoft account details
• Now check if you see anything like Microsoft 365 Personal

To contact Microsoft support:

• Please go to this link ---> https://support.microsoft.com/contactus/
• Sign-in with your Microsoft account (top right)
• Click on 'Microsoft 365'
• In the pop-up menu, click on 'Get Home support'
• Here, in the box under 'We're here to help', enter 'Request a refund’ and hit Enter
• Now you will see a button at the bottom that says, 'Contact Support', click that
• Select the product 'Microsoft 365 and Office'
• Select 'Billing and payment updates', click Confirm

Now you will see an option to Chat with a support agent in the browser.

Note: For your safety, please do not provide sensitive information such as product keys, passwords, email addresses and credit card information in this discussion.

Let us know how that goes and if you have any further questions. -Amit