How do I change the primary account holder on our family account. It’s in my mum’s name but she has died.

Question

The primary account holder has died and I need to continue with the family subscription as other people in the family use it.

Answer 1

To change the primary account holder on a family account after the account holder has passed away, you may need to follow specific procedures set by Microsoft. Here are the general steps you can take:

1. Contact Microsoft Support: Since the primary account holder has died, you will likely need to reach out to Microsoft Support for assistance. They may require documentation to verify the account holder's passing.
2. Provide Necessary Documentation: Be prepared to provide any necessary documentation, such as a death certificate, to prove the situation.
3. Claim Ownership: If you are a family member, you may need to follow the legal process to claim ownership of the account. This can sometimes be complex, as Microsoft takes account security very seriously.
4. Alternative Options: If you cannot change the account holder, consider canceling the subscription through the payment method (like a credit card) associated with the account, though this may not be ideal if others in the family rely on the subscription.

It is advisable to check the official Microsoft support page for detailed guidance on handling accounts in such situations.

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References:

• Cancel subscription of someone who died and we don't have their account information - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A