Cancellation Request: Microsoft 365 Apps Subscription

Question

Dear Sir/Madam,

We would like to terminate the subscription with customer number 0107494759, as this subscription is already running through our service provider.

Unfortunately, cancellation via the customer account is not possible, because the employee who originally set up the subscription is no longer employed with us and her phone subscription has already been terminated.

We already cancelled the subscription by email on May 19. However, I have not received any response from you.

I kindly request that you process the cancellation as soon as possible and send a confirmation thereof.

On behalf of Van Westrhenen Real Estate

Kind regards,

Marlous Barewijk

Answer 1

Hi Marlous,

Check the Subscription Type

If the subscription was purchased directly from Microsoft → cancellation must be done through the Microsoft 365 Admin Center or via Microsoft Billing Support.

If the subscription was purchased through a partner/reseller/service provider → only the provider can cancel it, not Microsoft directly.

Because the Original Admin Left

If the employee who set it up is gone and their account/phone is terminated, you need to:

• Log into the Microsoft 365 Admin Center with a Global Admin account.
• If you don’t have one, request an admin takeover of the tenant via Microsoft 365 Admin Takeover

Contact Microsoft Billing Support

Go to https://admin.microsoft.com → Support → New Service Request.

Or call Microsoft Billing Support directly (country-specific phone numbers are listed: https://learn.microsoft.com/microsoft-365/admin/get-help-support

Provide:

Customer number: 0107494759, Proof of your company ownership (domain name, company registration if asked). Evidence of the May 19 cancellation email.

If Subscription Was via a Provider

Microsoft will direct you back to the service provider.

Contact your provider’s billing department with the cancellation request (include your previous email from May 19 as proof).

Request escalation if they don’t respond.

Escalation Option

If neither Microsoft nor the provider responds, you can open a formal escalation through Microsoft:

Go to Microsoft Complaint/Service Escalation Form.

Submit details including your cancellation attempts.

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