Unknown Account

Question

Hi
I cannot seem to find an account that I previously created. And it keeps charging subscription fees which I don't use anymore. How can I find this account and successfully cancel my subscription?

Moved from: BizTalk Server

Answer 1

Hi Yunji Choi

It has been a while and I am writing to see how things are going with this issue.

Have you had a chance to check the replies provided?

Any update would be appreciated.

Answer 2

Hi, I'm John! I will help you with this.

Microsoft Q&A is public, and we can only provide information.

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Could you please confirm if the subscription is for Microsoft 365 Personal/Family or Microsoft 365 Business?

• If it’s a personal subscription, please check https://account.microsoft.com/services and sign in with the email address you believe is linked to the subscription.
• If it’s a business subscription, you’ll need to sign in at https://admin.microsoft.com using your admin account to review or cancel the subscription from the Billing > Your products page.

If you’re unsure which account is being charged, try checking your bank or card statement, sometimes the transaction details include the email or account name connected to the subscription.

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Let me know if you have any further questions or concerns.

Click "Add comment" to let me know.

Regards,

John J.D.

Answer 3

Hi, Yunji Choi

Welcome to Microsoft Q&A forum.

Sorry for your account being charged without your acknowledgement. Here are some workarounds you can try to find the account that is being charged with and solve the issue:

1. Gather the two clues that identify the billing account

Before we try any lookups, grab these from your bank statement for the most recent charge:

• Posting date and exact amount (currency included)
• Descriptor line shown by your bank, for example: MICROSOFTSUBSCRIPTION, MSFT, MICROSOFT 365, or a regional processor like MICROSOFT PANAMA

These clues will help match the charge to the right Microsoft account and region.

Quick tip: If you’ve used more than one email with Microsoft, list all possible addresses and aliases you might have used in the past.

2. Check which Microsoft account owns the subscription

• Go to account.microsoft.com/services and sign in with one email at a time. If a subscription is tied to that sign‑in, you’ll see it listed with Manage and Turn off recurring billing.

If you can’t remember the account email

• Use account.live.com/username/recover to find a Microsoft account by a phone number or alternate email you still have access to.
• If you remember the email but can’t sign in, use account.live.com/acsr to recover access.

3. Cancel the subscription, so future charges stop

Once you’ve located the right account:

• Sign in to account.microsoft.com/services
• Find the product
• Select Manage > Turn off recurring billing or Cancel subscription
• Follow the prompts until you see confirmation

Important: Turning off recurring billing stops future renewals. If you’re mid‑term on a prepaid period, access usually continues until the current term ends. If you just renewed, move to Step 4 to request a refund.

4. If you still can’t find the account, stop payments at the source

• Ask your bank to block or replace the card to prevent further recurring charges, then dispute unauthorized transactions if appropriate.
• If you regain access later, cancel the subscription to cleanly close the loop.

5. Contact Microsoft Support

For account-related issues, it is recommended to reach out to Microsoft Support to receive direct assistance from there (you can use any account of yours to contact support):

• Visit this website: Contact - Microsoft Support 
• Type Contact in the search box. 
• Now click Get help, and Select Contact Support or Sign in to contact support below. 
• Go to the Products and services tab, and choose either Microsoft 365 and Office category. 
• On the Category tab, choose Manage account subscription. 
• Go to Confirm. 
• You can now choose the option of Chat with a support agent on your web browser. 

Important Note*: The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.) 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 patience in reading, we hope this information has been helpful to you. 

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