How can I get my MS365 Family licence reinstated (cancelled by MS customer support by error)

Question

Hello,

I have a MS365 family licence which is valid for several years (via online licence codes which I had bought). I was given the option to upgrade my licence to MS365 Premium with a promotion so I tried to do that last week.

The promotion was not applied so I contacted MS365 via telephone to solve the issue, they returned my money for the upgrade and cancelled my subscription before my case was scalated to level 2 support. While the support person was investigating the issue, the line went silence and then the call was dropped.

The service request is still open but I have not received any comms from MS since the call was dropped. I have the feeling that the employee did not know how to solve the problem so he just let it go and noone is looking at it. I have requested several times a call back from customer service but it never happens.

I am in the situation where I cannot use my licence, which my family and I very much need and I don't know what to do to get the problem solved.

Any ideas how to scalate the issue?

Thanks,

José

Answer 1

Hello

Can you please go to your account online https://account.live.com > Subscriptions, and tell me what you see listed there? From what I gathered, the premium is canceled and the family is also canceled?

If they are both canceled, you can just go sign up for the family plan. https://www.microsoft.com/en-us/microsoft-365/buy/compare-all-microsoft-365-products You don't need support to sign you up.

Let me know if that's the case.

Answer 2

To get your MS365 Family license reinstated after it was canceled by customer support, you can follow these steps:

1. Contact Microsoft Support Again: Since you have an open service request, it’s important to follow up. You can reach out to Microsoft Support through the official support channels. Make sure to mention your previous interaction and the service request number.
2. Request Escalation: When you contact support, explicitly ask to escalate the issue to a higher level of support. Explain the situation clearly, including that the cancellation was an error and that you need your license reinstated.
3. Use Online Support Options: You can also try using the online support options available on the Microsoft website. This may include chat support or submitting a request through their support portal.
4. Check for Email Updates: Keep an eye on your email for any updates from Microsoft regarding your service request. Sometimes, they may respond via email even if you don’t receive a call back.
5. Document Everything: Keep a record of all your communications with Microsoft, including dates, times, and the names of the representatives you spoke with. This information can be helpful if you need to escalate further.

By following these steps, you should be able to get assistance in reinstating your MS365 Family license.

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References:

• Can I speak to someone? -- Billing issues - Microsoft Q&A Help!
• overcharged for microsoft 365 family classic - Microsoft Q&A