I need to cancel a subscription which I can't access

Question

I am being charged twice ....

I have MS365 access through my Domain host (GoDaddy), yet I also have been signed up to MS365 Business Standard account directly through Microsoft. I'm unable to log into admin centre to cancel it, as I'm always being redirected to the GoDaddy admin login, which can't see the subscription because its directly being charged by Microsoft. It's in an endless loop.

I can't even use online support because it wants me to log in. When I click 'can't log in' it directs me to a login troubleshooter ... another endless loop. Stupid support system.

Move from: Microsoft 365 and Office | Subscription, account, billing | For business | Windows

Answer 1

Hello urflhgf,

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

I realize that you've encountered a problem with double-billing and manage Microsoft subscription. I truly understand your confusion. Let me assist you further.

1. Your situation:

You do not have one broken subscription. You have two completely separate Microsoft 365 subscriptions that just happen to use the same email address.

Subscription A: GoDaddy‑managed (normal)

• Product: Microsoft 365 Email (GoDaddy plan)
• Who manages it: GoDaddy (Microsoft reseller / CSP)
• Billing: GoDaddy, annual
• Access: GoDaddy dashboard
• Status: Correct, working, expected

This subscription lives in a GoDaddy‑controlled Microsoft tenant. Microsoft intentionally blocks direct admin access and forces all admin logins to redirect to GoDaddy. This behavior is documented and by design for GoDaddy‑provisioned tenants.

Subscription B: Microsoft‑direct (the problem)

• Product: Microsoft 365 Business Standard
• Who sold it: Microsoft directly
• Billing: Microsoft, ~$25/month
• Proof: Microsoft “Welcome to Microsoft 365” email + credit card charges
• Access: Blocked (admin.microsoft.com > GoDaddy loop)

This subscription was created as a separate Microsoft tenant, but:

• Your domain/email is already federated to GoDaddy
• Microsoft still allowed the purchase
• Then blocked admin access because the domain belongs to a GoDaddy CSP tenant

Result: Microsoft charges you. You can’t access, manage, or cancel it through the admin center. Endless redirect loop

Microsoft has acknowledged this exact scenario multiple times in support threads.
2. Why GoDaddy cannot help with the Microsoft charge

This is critical:

• GoDaddy cannot see or cancel subscriptions billed directly by Microsoft
• Microsoft will not show that subscription inside the GoDaddy portal
• The two systems are deliberately isolated

So:

• GoDaddy support for your email plan
• Microsoft billing for the $25/month charge
• Neither dashboard shows both

3. My suggestion for you:

Cancel the Microsoft‑billed subscription via Microsoft Billing (not admin)

You have two valid ways. Try Option 1 first; Option 2 always works.

Option 1: Cancel via Microsoft account billing page

Works if the billing page does not redirect you.

1. Go to https://account.microsoft.com/services
2. Sign in using the same email address that receives the Microsoft billing emails
3. Look for:
   • Microsoft 365 Business Standard ~$25/month
   • Select Cancel subscription

This page manages billing, not tenant admin. It can work even when admin.microsoft.com is blocked.

If it redirects to GoDaddy > use Option 2.

Option 2: Guaranteed fix: Microsoft Billing Phone Support (no login)

This is the official Microsoft‑documented escalation path when admin access is impossible.

Find your local Microsoft billing number here (updated Feb 2026): https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

When the automated system asks, say:

• Billing
• Microsoft 365 for business
• Company account
• Administrator
• Cancel subscription.

Have ready:

• The email address used
• Last 4 digits of the credit card
• The charge amount (~$25/month)
• The Microsoft “Welcome to Microsoft 365” email (if asked)

Billing agents can cancel without admin access. Charges stop immediately. No impact on your GoDaddy email

4. What happens after cancellation

• Microsoft $25/month charge stops
• GoDaddy email subscription continues normally
• No data loss (Business Standard tenant was never usable)
• No further action required

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

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Answer 2

Hey there, urflhgf

As far as I am aware, the subscription is managed through GoDaddy themselves. This would be why you are unable to sign into the Microsoft 365 admin portal yourself here: https://admin.microsoft.com

This is how Microsoft managed other subscriptions provided by third party companies. A familiar example I used to come across was EE and the Xbox Game Pass subscriptions offered with phone plans. While it showed that it was a Microsoft subscription, it was managed by EE themselves, and not Microsoft. Thus, people had to go to the subscription through the EE portal. This would be the same with you and GoDaddy.

Please can you sign into GoDaddy admin page here: https://sso.godaddy.com/?app=o365&realm=pass

Do you see your subscription from there?

GoDaddy have an article explaining how to manage your Microsoft 365 business subscription here: https://www.godaddy.com/en-uk/help/a-quick-start-guide-to-microsoft-365-from-godaddy-40592

Hope this helps,
Nathan

Answer 3

To cancel your Microsoft 365 subscription when you're unable to access the admin center due to being redirected to GoDaddy, you can try the following steps:

1. Contact Microsoft Support: Since you are experiencing issues with logging in and accessing your subscription, it’s best to reach out to Microsoft Billing Support directly. You can do this by visiting the Microsoft support page and selecting the appropriate options for billing issues. Make sure to explain your situation clearly.
2. Use the Microsoft 365 Admin Center: If you can manage to log in at some point, you can go to the Microsoft 365 admin center and follow the steps to cancel your subscription. If you have a Microsoft Customer Agreement (MCA) or Microsoft Online Subscription Agreement (MOSA), the cancellation process may differ, so be sure to check the specific steps for your account type.
3. Turn Off Recurring Billing: If you cannot cancel the subscription directly, you can at least turn off recurring billing to prevent further charges. This can usually be done in the billing settings of your account.
4. Check for Account Type: Make sure you identify whether your subscription is through GoDaddy or directly through Microsoft, as this will affect how you can manage your subscription. If it's through GoDaddy, you may need to manage it through their platform.

If you continue to face issues, contacting support is the best course of action as they can assist you in resolving the login loop and help with the cancellation directly.

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References:

• Cancel your subscription in the Microsoft 365 admin center
• I have been charged twice - Microsoft Q&A