Access old accounts

Question

Way back in 2016 I was in school and began paying for Microsoft office. It was and still is being automatically billed through PayPal. I have Not needed or used the product in years but have been unable to cancel the subscription because I can’t access my old account. The recovery process on the site does not work because the phone number linked to the account is not mine (and actually the last 2 numbers that it shows for the phone number were never mine so not sure who’s number it is). What is weird is that in one screen I can use my current phone number to get my user name but when I try to reset my password using my phone number it shows the last 2 numbers of a phone number that is not mine. The user name is an email i never used so the security portion that asks to list who a recent email was sent to and the subject line is not helpful. I have tried canceling through my PayPal without luck. At this point i have paid $9.99 a month 8 years for a product I’m not using and want to cancel. Only 2 options i can think of now is to cancel my whole PayPal account (super inconvenient) or to try to dispute the monthly charge with my bank which i think Might be hard since it’s through PayPal. I would Really like to talk to a live person regarding this issue but that seems impossible. Please help

Answer 1

Hi! My name is Aj and Im an Independent Advisor here to help! Im sorry to hear about your account. In order to cancel the subscription you have to recover the access of your account first. https://support.microsoft.com/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

Please submit an account recovery form at https://account.live.com/acsr. The information you will give should match the information in the system so give as much detail as possible like old passwords, devices, purchase history, account usage, etc. You can submit up to 2 forms a day. After submission allow 24-72 hours for verification. Please check this guide on how to properly submit the form. https://support.microsoft.com/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

https://support.microsoft.com/account-billing/account-recovery-unsuccessful-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

If the form keeps failing please contact support directly at https://support.microsoft.com/contactus using a working email and choose Account / Security / Recovery then pick support agent or chat.