I paid under one email and can't transfer to my existing acct

Question

My acct had expired, when I tried to sign in it said that email was already used, so I used my back up email, Microsoft has my $$ and I can't complete registration on my new acct or access my old acct.. Someone pleeeeeaaase help me.

Answer 1

It sounds like you're experiencing issues with account access and registration due to an expired account and conflicting email addresses. Here are some steps you can take to resolve this:

1. Check Email Usage: If you're receiving a message that the email is already in use, it likely means that your original account is still tied to that email. You should try to recover your old account by using the password recovery options provided by Microsoft.
2. Contact Support: Since you've mentioned that Microsoft has your payment and you're unable to complete registration, it would be best to contact Microsoft support directly. They can assist you in accessing your old account or transferring your subscription to your new account.
3. Use the Correct Email: Ensure that you are trying to sign in with the correct email associated with your original account. If you have multiple accounts, it might help to keep track of which email is linked to which subscription.
4. Wait for Resolution: If you've submitted any support requests, it may take some time for Microsoft to respond. Keep an eye on your email for any updates regarding your account status.

If these steps do not resolve your issue, I recommend following up with Microsoft support for further assistance.

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References:

• Why can't I use my work email address for a "Personal" account?
• I can't sign in and want to open a support case with Microsoft. What are the phone numbers for support?

Answer 2

Hi,

Thanks for reaching out and sharing the details. It sounds like you’re in a tough spot where your original Microsoft account expired, you paid for a subscription under that email, and now you can’t access the old account or move the subscription to your new one. That’s definitely frustrating, but here’s what you can try:

First, check which account actually has the active subscription. Sign in at Microsoft Account Services using the email you used for payment. If the subscription shows up there, that’s the account Microsoft recognizes.

If your old account says “expired,” it usually means the subscription ended, not the account itself. You can use Microsoft Account Recovery to regain access. Even if it’s been a while, Microsoft typically keeps accounts for a long time.

Unfortunately, subscriptions can’t be transferred directly between accounts. What you can do is cancel the subscription on the wrong account and request a refund if you’re within the refund window (usually 30–60 days). Then you can purchase it again under your preferred account.

If you need help with this, contact Microsoft Support here: https://support.microsoft.com/en-us/contactus They can verify your payment and assist with moving or refunding the subscription. Go to Microsoft Support Contact, sign in with the email you used for payment, choose “Microsoft Account & Billing,” and select “Chat with a Microsoft specialist” when prompted.

Hope this helps! Let me know how it goes.

Kind regards,

Edward