How do I get Microsoft to correct getting billed on 2 accounts

Question

I attempted to cancel the second account in Oct 2025. Got a message today that Microsoft on my computer is now cancelled. My subscription is paid to October 2026. How do I fix this? I have attempted at least a dozen times to talk to a live person with no luck

Answer 1

Log into each of your Microsoft accounts on this link and check the expiry date on your Microsoft account, is it correct for your new subscription?

https://account.microsoft.com/services/

If it is, open Word on your computer, log out of Office, then restart (not shut down) your PC and log back into Office, ensuring you are logging in with the correct Microsoft account, is your subscription correctly recognised?

Answer 2

To fix billing on two Microsoft 365 accounts and restore the correct subscription, take these steps:

1. Confirm which account should have the active subscription
   • Go to https://account.microsoft.com/services and sign in with the Microsoft account that should have the paid subscription through October 2026.
   • Verify that this account shows an active Microsoft 365 subscription with the correct expiry date.
2. Turn off recurring billing or cancel the unwanted second subscription
   • Sign out, then sign back in at https://account.microsoft.com/services with the other Microsoft account (the one that should not be billed).
   • Select Manage next to the Microsoft 365 subscription.
   • If the subscription is still active, select Turn off recurring billing or cancel it so future charges stop. For details, see the guidance under How to turn recurring billing off.
3. Check why you are still being billed or why the wrong subscription was cancelled
   • If charges continued after you thought you cancelled in October 2025, it may be because:
     • The cancellation was too close to the billing date (cancellations must be more than 2 days before the billing date), or
     • The wrong Microsoft account was used when cancelling.
   • Review the Subscriptions page for each account to confirm end dates and billing status.
4. Verify there are no duplicate or mistaken charges
   • Review order history for each account using the Review your order history link from the billing article to check for multiple payments for the same product.
   • If multiple accounts are using the same card, use Payment options → Investigate to see if another account is being billed on the same card.
5. Contact Microsoft Support to correct the account and billing
   • For account-specific fixes (restoring the correct subscription, refunding duplicate charges, or correcting which account is active), contact Microsoft Support directly, as community forums cannot access billing data.
   • Use the Get Help / Contact Support flow described in the Q&A examples:
     • Open the Get Help app (Windows) or go to the Microsoft Support site.
     • Choose Microsoft 365 & Office → Manage my subscription or Billing and Payment updates.
     • Select Chat with a support agent or Call me back and provide details: that one subscription is paid to October 2026 but was cancelled, and another account is being billed.
6. If still unable to reach a person
   • From the Microsoft 365 Admin Center (if this is a business subscription and there is an admin), an admin can open a billing support ticket via Help & support → Contact support and request correction of duplicate/incorrect billing.

These steps will let Support see both accounts, stop billing on the unwanted one, and reinstate or fix the subscription that should be active through October 2026.

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References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• I've been charged twice
• Turn recurring billing on or off for a Microsoft subscription
• Change your Microsoft subscription payment method and options
• OneDrive billing questions
• How do I get a live person at Microsoft.? - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• I am paying for two subscriptions - Microsoft Q&A
• i have been charged twice - Microsoft Q&A