How do I cancel a duplicate subscription to MS 365 and get a refund

Question

How do I close a duplicate MS 365 subscription and get a refund

Answer 1

Hi @Linda Schroeder,

Thank you for posting your question in the Microsoft Q&A forum.

To cancel the duplicate subscription, go to Microsoft 365 admin center with your admin credentials > Billing > Licenses > choose the license you want to cancel.

Choose Manage subscription details 

Under Subscription status > choose Cancel subscription   

If you somehow cannot login to your admin account, here are 2 options that you can try:

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)    

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.   

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

In some countries, it is an automated conversation like:   

IVR: What kind of problem are you concerned about?         

You: Authenticator.         

IVR: What kind of product do you use?         

You: Office 365 for business.         

IVR confirmation: education or company account?         

You: For companies         

IVR: Are you an administrator?         

You: Yes.         

IVR: Do you have another administrator in your organization?         

You: No.         

IVR: Do you need a... Service request?       

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.   

Here are some details you can prepare for identity verification:

1/ Billing Information

• Last four digits of the payment card used
• Recent invoice numbers or transaction IDs
• Billing address linked to the subscription

2/ Account/Tenant Details

• Your organization’s domain name (e.g., company.com)
• Original subscription ID or agreement number (if available)

3/ Contact Information

• The phone number or email address originally associated with the account
• Any recovery email you may have set up

4/ Business Verification (if requested)

• Government-issued ID for the account holder
• Business registration documents

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)   

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.        

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.  

I hope this helps you address your concern quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.    

Thank you for your kindness and contributions to the forum.

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Answer 2

To cancel a duplicate Microsoft 365 subscription, you can follow these steps based on your billing account type:

For MCA Billing Account Type:

1. Go to the Microsoft 365 admin center.
2. If you're using the Simplified view, select Subscriptions. If you're using the Dashboard view, go to Billing > Your products.
3. Select the subscription that you want to cancel.
4. In the Billing settings section, under Subscription status, select Cancel subscription.
5. If you’re within the grace period, select a reason for canceling, provide optional feedback, and then select Cancel subscription.
6. If you’re outside the grace period, you can only turn off recurring billing, which prevents the subscription from renewing.

For MOSA Billing Account Type:

1. Go to the Microsoft 365 admin center.
2. Select the subscription that you want to cancel.
3. Follow the prompts to cancel your subscription.

Refund Information:

• If you cancel within seven days of the start or renewal of your subscription, you may receive a prorated credit or refund. This amount will either be credited towards your next invoice or returned to you in the next billing cycle.
• If you cancel after this period, you will not receive a refund, but you can turn off recurring billing to stop future charges.

If you need further assistance or if you encounter issues while canceling your subscription, consider contacting Microsoft support for help.

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References:

• Cancel your subscription in the Microsoft 365 admin center
• Determine your cancellation option