double charge

Question

I was charged twice for 138.11 for renewal of MS 365 Pls advise on remedy. TU

Answer 1

Hey there! Nice to meet you!

Just in case the second renewal charge came from a different account, you may try following the guide on the official Microsoft website to investigate and locate the second charge details from Microsoft on this link:

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

If you're able to find the duplicate transaction, you can check if it is eligible for a refund through this link:

https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

You may also try contacting Microsoft Support for further assistance in tracking the second transaction:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" > click "Get Help" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

If you and the Support Team are unable to find the second transaction in all of your accounts, you'll need to contact your financial institution/bank directly to dispute it, and they may process a refund, as this would be considered a fraudulent charge.

You may also need to have your card blocked and request a new one.

Thank you for your understanding! Please let me know if you need anything else.

Best regards,

Darhyl

Answer 2

To resolve a double charge for a Microsoft 365 renewal, follow these steps:

1. Confirm whether it is truly a duplicate charge
   • Sign in to the Microsoft account Services & subscriptions page and review the Microsoft 365 subscription and its billing history.
   • Compare the dates and amounts with recent bank or card statements.
   • Keep in mind:
     • If a previous payment failed (insufficient funds, declined, etc.), Microsoft may retry it, so a “late” payment and the next “on time” payment can appear close together but still represent different billing periods.
     • If multiple subscription periods were intentionally purchased (for example, multiple years), they will appear as separate transactions.
2. Check for other Microsoft accounts or cards
   • If only one charge appears in the Microsoft account order history but multiple charges appear on bank or card statements, there may be more than one Microsoft account using the same card.
   • Go to the Microsoft account Payment options page and select Investigate to search for other accounts using the same payment method. This can help identify if another family member or account is linked to the extra charge.
3. Investigate the charge formally
   • If the charge is not recognized or appears to be a true duplicate, use the billing investigation tool:
     • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate next to the relevant payment method.
     • This will walk through common causes such as recurring billing, in-app purchases, or previously declined charges being processed later.
4. If it is clearly a duplicate charge for the same order
   • If it is confirmed that the same order or renewal was charged twice, contact Microsoft support for billing adjustment:
     • For Microsoft Store or subscription duplicate charges for the same order, have the Microsoft account and order number ready and contact Microsoft Store Support.
   • If one of the charges came through another provider (for example, a retailer such as Amazon) and another directly from Microsoft for the same subscription, contact that retailer to cancel and request a refund for their charge, and keep only the desired subscription active.
5. If charges continued after cancellation
   • If a cancellation was attempted but charges still appeared, verify:
     • Cancellations must be more than 2 days before the billing date.
     • The correct Microsoft account was used when cancelling.
   • Go to Subscriptions and check the subscription end date. If still active, follow the guidance in the cancellation and refund articles linked from the subscription help pages.

Keep copies or screenshots of the order history and bank/card statement entries when contacting support, as they will help the billing team quickly identify and correct any duplicate billing.

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References:

• I've been charged twice
• How to investigate a billing charge from Microsoft
• Unable to cancel your Microsoft subscription
• Cancel an order or pre-order from Microsoft Store
• Problems renewing 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
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A
• overcharged for microsoft 365 family classic - Microsoft Q&A