Double billed

Question

Hello, I have been charged twice for my Microsoft365 Personal. How do I arrange a refund? There does not seem to be an easy way to do it when I log into my account. Thank you.

Answer 1

To resolve a double charge for Microsoft 365 Personal and request a refund, follow these steps:

1. Confirm that it is really a duplicate Microsoft charge
   • Go to the Microsoft account Services & subscriptions page and sign in with the same Microsoft account used to buy Microsoft 365: https://account.microsoft.com/services
   • Check the order history for Microsoft 365 Personal and compare it with the bank/credit card statement to confirm there are two separate charges for the same period.
   • If you see only one charge in the Microsoft order history but two on the bank statement, there may be:
     • Multiple Microsoft accounts using the same card, or
     • A second subscription purchased intentionally or by another family member.
   • To investigate other accounts using the same card, go to Payment options and select Investigate. Go to payment options
2. Cancel the extra Microsoft 365 subscription (if there are two)
   • Go to https://account.microsoft.com/services/microsoft365 and sign in with the account that owns the subscription.
   • Find Microsoft 365 Personal and select Manage.
   • On the next page, select Cancel (or Upgrade or Cancel, depending on what is shown).
   • Follow the on‑screen steps to complete cancellation.
   • If the page shows Turn on recurring billing instead of Manage or Cancel, that subscription is already set to expire and will not be charged again.
3. Request a refund (if eligible)
   • For consumer Microsoft 365 subscriptions bought directly from Microsoft, refund eligibility is checked as part of the cancellation flow.
   • After selecting Cancel, follow the prompts; if the subscription is eligible, the flow will offer a refund according to the Microsoft Store Terms of Sale and local refund rules.
   • Not all cancellations result in a refund. Some countries/regions support prorated refunds; see the refund policy if applicable.
4. If the subscription was bought from another store
   • If Microsoft 365 was purchased from Google Play or the Apple App Store, contact their support for cancellation or refund:
     • Google Play: Learn about Google Play refund policies
     • Apple App Store: request a refund from Apple support
   • If it was purchased from a third‑party retailer (for example, Amazon or Harvey Norman), contact that retailer directly to manage billing and refunds.
5. If there is still a double charge or no refund option appears
   • Use Microsoft’s guided support for billing issues:
     • Go to Contact Microsoft Support, describe the billing problem, then choose Contact Support.
   • Because double‑billing and refunds involve account‑specific and payment data, the Billing Support team must review and adjust charges.

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References:

• I've been charged twice
• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
• Cancel a Microsoft 365 subscription
• i have been charged twice - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A