Account and Subscription problem.

Question

Hello Microsoft Support Team,

I am reaching out because I need assistance canceling a subscription that is still being charged to my credit card. The subscription is linked to an old email account that I no longer have access to. (******@gmail.com)

Since I cannot sign in to that email account, I am unable to manage or cancel the subscription on my own. However, the charges are still appearing on my card, and I would like to stop them as soon as possible.

I kindly ask for your help to identify this subscription and cancel it. I am willing to provide any necessary information to verify my identity and ownership of the payment method.

Thank you very much for your time and support.

Sincerely, Guilherme Lazarini.

Answer 1

To cancel a subscription linked to an old email account that you no longer have access to, you will need to follow these steps:

1. Identify Your Billing Account Type: Determine whether you have a Microsoft Customer Agreement (MCA) or a Microsoft Online Subscription Agreement (MOSA) billing account type. This will affect how you can cancel your subscription.
2. Access the Microsoft 365 Admin Center: Go to the Microsoft 365 admin center. You will need to sign in with an account that has the necessary permissions to manage subscriptions.
3. Cancel the Subscription:
   • If you have access to the admin center, select Subscriptions. Choose the subscription you want to cancel and follow the prompts to cancel it. If you're within the grace period, you can cancel directly; otherwise, you may need to turn off recurring billing.
   • If you cannot access the account, you may need to contact Microsoft support directly for assistance in canceling the subscription linked to your old email.
4. Verify Your Identity: Be prepared to provide any necessary information to verify your identity and ownership of the payment method used for the subscription.

If you need further assistance, consider reaching out to Microsoft 365 Support for help with your specific situation.

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References:

• Cancel your subscription in the Microsoft 365 admin center
• Why am I getting billed for Microsoft 365 after I activate the benefit?

Answer 2

Hey there! Nice to meet you!

Please be advised that unless the account owner is able to access the account, subscription cancellation is not possible, and Microsoft personnel cannot retrieve this information.

If you are no longer able to recover your account, you will need to reach out directly to your bank and request to freeze all charges from Microsoft, cancelling the subscription on its renewal in the process.

You may also need to request a new payment method.

Thank you for your understanding.

Best regards,

Darhyl