I cannot make a payment

Question

I have an email from MS asking for payment on a subscription service for 365. I navigate my way to a page headed "Pay your balance". At the bottom of the page there is a "Pay now" box and a "Cancel" box. The Cancel box works. The Pay now box does not work. I've tried this on my cell phone and on my Chromebook, same result.

I have updated my credit card on my account, which was out of date, causing the problem in the first place. But now I just cannot get the "Pay now" button to work. No error messages, no icons or symbols. It just doesn't work.

I'm now locked out of my cloud files and software. I would love to pay but cannot.

Help

Answer 1

Hello Peter. Thanks for reaching out. My name is Diana. I'm an independent advisor and a Microsoft fan like you.

Kindly note that this community is composed of fellow Microsoft users—we are not Microsoft employees and do not have access to tools or systems to review transactions or account details.

For your billing issue, I recommend to directly contact Microsoft support specifically with Accounts and Billing department.

To do that, please refer to the steps below:

1. Go to this link: https://support.microsoft.com/contactus and sign in your Microsoft account
2. On the "Tell us your problem so we can get you the right help and support" - just type "Billing issue" then search
3. You will see Recommended Solution, just scroll down until you can see "Contact support"
4. Under "Tell us a little more about your problem", select "Microsoft 365 and Office"
5. For Category select > manage my subscription > then confirm
6. Select Chat with a support agent in your web browser
7. Confirm your account and you should be routed to Microsoft support representative who have the appropriate tools and resources to investigate and assist you further with the billing concern.