Having Trouble with Sign-in & My Subscription

Question

I believe I missed a payment for my annual subscription. I no longer have the bank account on file. I am also having trouble signing in to my account to update my subscription. The system is not accepting my email address (******@hummingbirdhaven.org) or my phone #. It keeps indicating that both are incorrect.

Answer 1

Dear @Kimberly Habi,

I understand that you may have missed the renewal payment for your annual subscription. The previous bank account is no longer available. Then when you try to sign in to update billing, the site says your email address and phone number don’t match.

To better assistance, could you please confirm following information:

• When you enter the email, what exact message do you see? (e.g., “That Microsoft account doesn’t exist”, “We couldn’t find an account”, “Wrong username”, “Incorrect account”, etc.)
• Are you being asked to sign in to a Work or school account page, or a Personal Microsoft account page? Which page are you signing in to (admin.microsoft.com, account.microsoft.com, or another page)?
• Do you know the admin username that originally set up the subscription? (It may be different from your contact email.)
• Is there another admin in your organization who can still sign in?
• Did you purchase directly from Microsoft or through a partner/reseller?

Your detailed response will help us diagnose and investigate the issue more efficiently.

I truly appreciate your patience and understanding. If I misunderstood what you’re looking for, feel free to let me know or share a screenshot. I’d be happy to help further!

I'm looking forward for your reply. Thank you for your cooperation.