I have a problem that I cannot resolve without personal intervention and it seems impossible to get. How can I speak to anyone that has knowledge fixing accounts that cannot be accessed. A new subscription was charged on my credit card

Question

I am contacting you for my brother, because otherwise we can't get here because he forgot his password and he cannot go through the normal recovery process because he no longer has either of the phone numbers entered for the two-step verification process and without this verification, he cannot either change his password or get into change the numbers. On his mobile, he can get in by facial recognition, but to change his verification numbers, he has to be verified by the numbers which he no longer has. He moved Provinces (from Saskatchewan to Alberta) and changed phone numbers completely, not considering that this was so impossible to correct. There is a process to follow if you no longer have those numbers, however, the form that you get to advises that this process doesn't work if you had activated the 2-step verification process. I had a SIR ticket and email from CDOC which I am sure is not from any human because obviously they didn't understand my explanation and I cannot speak to anyone and when I called the number on the credit card charge to cancel my subscription because I cannot get help, there is no way to cancel without being able to login with a password and verification! Can someone please help or at least cancel the subscription and return my money.

Answer 1

Hi Barbara Grodaes,

Thank you for reaching out to Microsoft Q&A Forum and for explaining the difficulties your brother is experiencing with his account. I understand how frustrating this situation must be, and I’d like to provide some clarity on the next steps.

The solutions suggested above are quite complete and should be very helpful in this case. However, since your brother no longer has access to the verification numbers and cannot provide ownership proof, account recovery may not be possible. In this situation, the only option is to create a new account. Microsoft Support cannot override security requirements without verified ownership.

Regarding the subscription:

• Contacting Microsoft Support may still be able to assist with cancellation if you can provide payment details or an order number from your email receipts.
• If Microsoft cannot verify ownership, your last option is to contact your bank or card issuer to block recurring payments or dispute the charges.
• If the subscription was purchased through Google Play, Apple App Store, or a retailer like Amazon, cancellation must be done directly through those platforms. Microsoft does not allow cancellations without account access for security reasons.

I know this is not the outcome you were hoping for, but these steps are the only secure way forward. Thank you for your patience and understanding as you work through this process.

Answer 2

Hi Barbara Grodaes,

I haven't received any updates since your message. Has everything been resolved yet?