I need to cancel Microsoft 365 Personal subscription: f3f2ee89-9b3f-44ef-b90f-81eb6384194c

Question

I no longer have the laptop this subscription belonged to, I have no way of logging into the account to cancel the subscription. I have a new laptop with a 365 subscription which I don't want to impacted when the old one is canceled.

Please contact me at <Removed> to tell me how I can get this subscription canceled.

Thank you, Carolyn Clancy

Answer 1

Hi Carolyn,

This is a user-user support forum so I am afraid I do not have access to your accounts. Please follow the steps below in order to contact an agent:

Please contact Microsoft Support for further assistance.

Please go to the https://support.microsoft.com/contactus page

Type "Billing" option and press Enter.

Please click on the "Contact support" button at the bottom.

Select the Product and Category for support based on your requirements.

The available support methods will be shown to you.

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

Answer 2

Direct phone contact is not available from here, but the subscription can be cancelled without the old laptop as long as the correct Microsoft account is used.

To cancel the old Microsoft 365 Personal subscription while keeping the new one active:

1. Sign in to the correct Microsoft account for the old subscription
   • Go to https://account.microsoft.com/services/microsoft365.
   • Sign in with the same Microsoft account that was used to purchase the old Microsoft 365 Personal subscription.
   • If that account is unknown or inaccessible, see the note further below.
2. Locate and cancel the old subscription
   • Under Services & subscriptions, find the old Microsoft 365 Personal subscription.
   • Select Manage.
   • On the next page, select Cancel subscription (or Upgrade or Cancel, then choose cancel).
   • Follow the on-screen steps to complete cancellation.
   • If instead of Manage the page shows Turn on recurring billing, the subscription is already set to expire and will not be charged again.
3. Ensure the new laptop subscription is not affected
   • The cancellation only applies to the subscription under the account that was signed in.
   • As long as the new laptop’s Microsoft 365 subscription is under a different Microsoft account, cancelling the old subscription will not impact the new one.
4. If cancellation options do not appear
   • Follow the troubleshooting steps in Unable to cancel your Microsoft subscription:
     • Confirm the subscription was not purchased through a third-party retailer (such as Amazon, Best Buy, Google Play, or Apple App Store). If it was, contact that retailer to cancel.
     • Make sure the correct personal Microsoft account is used.
     • If Turn on recurring billing is shown, no further action is required because it will expire on the date shown.
     • If there is an overdue balance, it must be paid before cancellation is allowed.
5. If the account for the old subscription truly cannot be accessed
   • If the Microsoft account credentials are not available and cannot be recovered, cancellation directly with Microsoft will be difficult because of account security protections.
   • In that case, the practical option is to cancel the recurring charge through the payment provider (credit card issuer or bank) that is paying for the old subscription.

For additional guided help or if online cancellation still fails, use the support options described in the references below to contact Microsoft Support via web.

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References:

• How to get a refund on a Microsoft subscription
• Cancel a Microsoft 365 subscription
• Changes to Microsoft 365 email features and storage
• Unable to cancel your Microsoft subscription
• Cancel your subscription in the Microsoft 365 admin center
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• cancel subscription - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Request refund - Microsoft Q&A