Subscriptions cancelled by PayPal; no record on Microsoft

Question

I would like to continue my subscriptions, but the annual payments have been cancelled by PayPal. How do I retain service?

I can't find anything in my current Microsoft a/c details; there are no purchases in the last 7 years, nor any subscriptions in place.

However, PayPal tell me that they have cancelled two subscriptions.

If they are not associated with my current email address they might be associated with a previous email address that belonged to a former employer and no longer exists. How do I check this?

I need to confirm which services I have, if any, and what I need to do, if anything, to retain them.

Answer 1

1

This forum is just a user to user forum, no-one here has any account access, using any Microsoft account you may have, try using the steps they provide on this link to find any subscription you may have..

https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

2

If you are still unable to resolve the problem, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

To retain service and confirm what subscriptions exist, follow these steps:

1. Check all possible Microsoft accounts
   • Go to the Services & subscriptions page at https://account.microsoft.com/services and sign in with the email address currently used.
   • If nothing appears (no purchases in the last years, no subscriptions), repeat with any other personal email addresses ever used (including any old Outlook.com, Hotmail, Live, Gmail, etc.).
   • Also check all email inboxes for receipts from Microsoft for subscriptions or digital purchases as described under Email accounts in the documentation. This can help identify which email address is tied to a subscription.
2. Consider old work/school accounts
   • If the subscription might have been associated with a former employer’s email, that account may now be disabled. In that case, contact the former employer’s IT or network administrator to ask whether a Microsoft subscription was assigned to that account and whether it is still active.
   • For Visual Studio or similar subscriptions, the guidance is to sign in with the email address to which the subscription is assigned; if unsure of those credentials, the network administrator must assist.
3. Verify whether any Microsoft 365 subscription exists
   • If a Microsoft 365 subscription is active, it will appear under Services & subscriptions once signed in with the correct Microsoft account.
   • If no subscription appears under any email that can be accessed, then there is likely no active subscription tied to an accessible Microsoft account, and service will not continue automatically.
4. If PayPal cancelled the billing agreement
   • When PayPal cancels a recurring payment agreement, Microsoft will eventually stop renewing the subscription associated with that payment method.
   • If the subscription is found under the correct Microsoft account, update the payment method so service continues:
     1. Sign in to Services & subscriptions.
     2. Locate the subscription and select Manage.
     3. Use the options under Change your Microsoft subscription payment method and options to add a new payment method and turn recurring billing back on if desired.
5. If no subscription can be found
   • If, after checking all possible Microsoft accounts and email receipts, no subscription is listed, then there is no active subscription that can be renewed on that account.
   • To retain service (for example, Microsoft 365), purchase a new subscription under the Microsoft account that will be used going forward. This ensures future billing and management are visible in the current account.
6. If still unsure what PayPal was paying for
   • Use PayPal’s transaction details (merchant name, description, dates) to confirm that the charges were indeed for a Microsoft subscription and not for a third-party service.
   • If the subscription was purchased through a third-party retailer (for example, not directly from Microsoft), managing or renewing it may need to be done through that retailer’s site. When a subscription is purchased through Microsoft, the Manage button on the Services & subscriptions page will show Microsoft management options; otherwise, it redirects to the third-party site.

These steps will identify whether any Microsoft subscription is still active, which account it belongs to, and what actions are needed (update payment, purchase a new subscription, or contact an administrator) to retain service.

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References:

• Pay for a past-due Microsoft subscription
• Check products or services where you used your Microsoft account
• Changes to Microsoft 365 email features and storage
• Using the Subscriber Portal
• How to get a refund on a Microsoft subscription
• Troubleshoot payment option issues
• Turn recurring billing on or off for a Microsoft subscription