Billing problem

Question

Our company has been charged 2,990 THB every year for a Microsoft 365 subscription on our CEO’s credit card.

The problem is that we do not know which email address or Microsoft account this subscription is associated with. The company has multiple email accounts, and it may have been created by a former employee who no longer works with us.

We have already contacted the credit card provider, but they only confirmed that the charge comes from Microsoft and cannot provide any additional account or email details.

We would like to:

1. Identify which Microsoft account this subscription is linked to, using the credit card billing information.
2. Cancel the Microsoft 365 subscription.
3. Stop all future charges to our CEO’s credit card.

Since we cannot access the original account, we need assistance from Microsoft Billing Support to locate and cancel this subscription.

Please advise how we can contact Microsoft Billing Support directly or proceed with cancellation in this situation.

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Moved from: Microsoft 365 and Office | Subscription, account, billing | For home | Other

Answer 1

Hello @Jen Tan, 

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. To support you better, please confirm these points:  

1.When your CEO’s credit card is charged, does he receive any invoice number? 

If possible, please share a screenshot of the charge or notification from the bank showing the Microsoft transaction.  

Note: I can help you blur or hide any personal information if needed.   

2.Is your company currently using any Microsoft 365 Business subscription? 

If yes, do you or another person have access to the Microsoft 365 Admin Center for your organization? 

Once I have the necessary information, I will do my best to guide you in the right direction and help identify the most appropriate next steps for your situation.

Looking forward to hearing from you.   

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Answer 2

To address your situation regarding the Microsoft 365 subscription, here are the steps you can take:

1. Identify the Microsoft Account: Unfortunately, without access to the email address associated with the subscription, it can be challenging to identify the account. You may need to attempt to recover the account by trying to sign in with various email addresses that your company uses. You can also check if any of the former employees might have records of the account.
2. Cancel the Subscription: If you cannot access the account, you will need to contact Microsoft Support directly for assistance in canceling the subscription. They may require verification of your identity and the account ownership.
3. Stop Future Charges: In addition to canceling the subscription, you can contact your credit card provider to dispute future charges or block payments to Microsoft until the issue is resolved.

To contact Microsoft Billing Support, you can visit the Microsoft support page and look for options related to billing and subscriptions. They typically provide various ways to get in touch, including chat and phone support.

Since you are unable to access the original account, be prepared to provide any relevant information that can help verify your request.

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References:

• Understand your Microsoft business billing account
• View or download your invoice in the Microsoft 365 admin center