Title: Request for Cancellation and Refund of Inaccessible Microsoft 365 Business Accounts

Question

Hello Microsoft Support,

I am requesting the immediate cancellation of two Microsoft 365 Business accounts that were originally created with MSF‑based domains. I lost access to both accounts and was unable to recover the logins, so I later created new accounts using GoDaddy‑based domains.

Because I cannot access the original accounts, I have continued being charged $25 per month for services I cannot use. I also paid the $150 yearly enrollment fee. I have attempted multiple times to resolve this through phone and online support without success.

I am asking that you please take the following actions:

1. Locate and cancel both of the original Microsoft 365 Business subscriptions associated with the MSF domains.
2. Stop all future billing for these subscriptions.
3. Refund all charges billed after I lost login access, including the yearly $150 fee and the ongoing $25 monthly charges.

I can provide any details needed to locate the accounts, including:

• The email addresses used with the original domains
• Payment method information
• Billing account info
• The MSF-based and GoDaddy-based domain names

Please confirm once the cancellations and refunds have been completed.

Hello Microsoft Support,

I am requesting the immediate cancellation of two Microsoft 365 Business accounts that were originally created with MSF‑based domains. I lost access to both accounts and was unable to recover the logins, so I later created new accounts using GoDaddy‑based domains.

Because I cannot access the original accounts, I have continued being charged $25 per month for services I cannot use. I also paid the $150 yearly enrollment fee. I have attempted multiple times to resolve this through phone and online support without success.

I am asking that you please take the following actions:

1. Locate and cancel both of the original Microsoft 365 Business subscriptions associated with the MSF domains.
2. Stop all future billing for these subscriptions.
3. Refund all charges billed after I lost login access, including the yearly $150 fee and the ongoing $25 monthly charges.

I can provide any details needed to locate the accounts, including:

• The email addresses used with the original domains
• Payment method information
• Billing account info
• The MSF-based and GoDaddy-based domain names

Please confirm once the cancellations and refunds have been completed.

Thank you,
[Moderator note: personal info removed] 

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Moved from: Windows for business | Windows 365 Business

Answer 1

Since this forum is a public platform, I have modified your question to hide your personal privacy. For future posts, kindly avoid sharing personal or organizational information to protect your data.

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Hello @atifa Basharmal,   

Thank you for reaching out to the Q&A forum! 

Please note that this forum primarily focuses on technical issues related to Microsoft 365 and Office applications. Matters involving billing, subscription, or payment are handled exclusively by Microsoft’s Billing Support Team.  

However, based on my experience handling similar cases, I can help guide you on how to contact the Billing team.  

Based on the information you’ve provided, you mentioned that you have now created new accounts using GoDaddy‑based domains.  

To better assist you, could you please confirm whether you currently have access to any Microsoft 365 admin center?  

If you do have admin access to an existing tenant, you will be able to reach the Billing team more easily. Please let me know.

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If you do not have admin access to any tenant at this time, you can try contacting our global customer service by phone and requesting a reset of your authentication method here: Customer service phone numbers - Microsoft Support

During the call, ask to speak to an agent and provide them with all the details about your request. This will allow you to contact the relevant team to resolve the incident as quickly as possible.

Here are some tips and an example of a prompt to help you use the IVR system more effectively: 

Important: When using an automated voice system, you make sure to clearly say "Commercial Account and Billing Support". This is the keyword for forwarding your call to a human agent.         

In some countries, it's an automated conversation like: When you call the hotline, you'll first be asked the following: (please try 2 or 3 times until you reach out to an agent).

IVR: What is the problem?            

You: Billing and subscription charges. 

IVR: What product do you use?            

You: Office 365 Business.            

IVR Confirmation: Education or Corporate Account            

You: For companies            

IVR: Are you an administrator?            

You: Yes.            

IVR: Is there another administrator in your organization?            

You: No.            

IVR: Do you need a service request?            

You: Yes.

Note: If you still have access to any Microsoft 365 admin portal for any tenant, or if you are unable to reach Microsoft Support by phone, please reply here and let me know. I will guide you on the appropriate next steps based on your situation.

Looking forward to hearing from you!

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Answer 2

To cancel your Microsoft 365 subscriptions and request a refund, you will need to follow these steps:

1. Determine Your Billing Account Type: First, identify whether you have a Microsoft Customer Agreement (MCA) or Microsoft Online Subscription Agreement (MOSA) billing account. This will affect how you can cancel your subscriptions and request refunds. You can find out your billing account type here.
2. Cancel Your Subscription: If you have access to the Microsoft 365 admin center, you can cancel your subscriptions directly. If you have an MCA account, you can only receive a prorated refund if you cancel within seven days of the subscription start or renewal. If more than seven days have passed, you can turn off recurring billing to stop future charges. For MOSA accounts, you can receive a prorated credit or refund after cancellation, which will be applied to your next invoice or returned in the next billing cycle.
3. Contact Support: Since you mentioned difficulties in accessing your original accounts, it may be beneficial to contact Microsoft support directly for assistance in locating and canceling your subscriptions. You can find support options here.
4. Request a Refund: When you contact support, clearly state your request for a refund for the charges incurred after losing access to your accounts. Provide them with any necessary details they may need to locate your accounts.
5. Confirmation: Ensure you ask for confirmation once the cancellations and refunds have been processed.

By following these steps, you should be able to address your cancellation and refund request effectively.

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References:

• Cancel your subscription in the Microsoft 365 admin center
• Before you begin
• Steps to cancel your subscription