How do I get reimbursed for unauthorized charges?

Question

I bought a new computer that came with a year of free Microsoft use. I set the computer up and started using it, and apparently unintentionally reestablished my old Microsoft account with auto-billing. I added my card to the account, and it credited me a year of Microsoft 365 that was added onto my account after it charged my debit card $99.

I wasn't expecting the charge, because the year of service was supposed to be included with the computer. It was very inconvenient timing. I would like to be reimbursed for my charge until next year, when the charge would make sense.

How do I go about getting that?

Hieronymus Boaz

******@yahoo.com

Answer 1

To request reimbursement for this unexpected Microsoft 365 charge, follow these steps based on how and where the subscription was purchased and billed.

1. Confirm which account and subscription were charged
   • Go to https://account.microsoft.com/services and sign in with the Microsoft account that was reactivated and had the card added.
   • Under Services & subscriptions, locate the Microsoft 365 subscription that shows the recent $99 charge.
   • Select Manage next to that subscription to see billing details and renewal dates.
2. Cancel the subscription to check refund eligibility
   • Still under Manage, select Cancel (or Upgrade or Cancel, depending on what appears).
   • If the page instead shows Turn on recurring billing, the subscription is already set to expire and will not be charged again; in that case, there is nothing to cancel for future billing.
   • For Microsoft 365 subscriptions purchased directly from Microsoft, cancellation is required first to determine refund eligibility. The refund options shown after cancellation depend on region, timing, and subscription status.
   • Detailed steps are described under Sign in to cancel your Microsoft 365 subscription yourself in the refund article.
3. If the subscription was purchased through a third party
   • If the Microsoft 365 included with the computer was activated via a retailer or OEM and the charge came through a third-party store (for example, Apple App Store or Google Play), Microsoft cannot cancel or refund that subscription directly.
   • In that case, contact the retailer or app store where the subscription was billed:
     • For Google Play purchases, see Learn about Google Play refund policies.
     • For Apple App Store purchases, request a refund from Apple support.
4. If the charge is not recognized or appears incorrect
   • If the charge does not match what appears under Services & subscriptions, or if it looks like an incorrect or duplicate billing, use the Manage your payments page of the Microsoft account dashboard and select Investigate next to the charge to see details and possible actions.
   • The investigation flow helps identify whether the charge is from a subscription with recurring billing, a family member’s purchase, a pre-order, or another Microsoft service.
5. If self-service options do not resolve it
   • If cancellation and the online refund flow do not provide a suitable option, or if the situation is more complex (for example, bundled “free year” with a device plus an overlapping paid subscription), contact Microsoft Support directly for billing help:
     • Use the Contact Microsoft Support option described in the refund article to reach a support agent.
     • Choose the Microsoft 365/Office product and a billing or subscription category so the case is routed correctly.
6. Important notes
   • Refund eligibility depends on region and timing. Some countries (such as Canada, Denmark, Finland, Germany, Israel, Korea, Netherlands, Poland, Portugal, and Turkey) may allow prorated refunds for Microsoft subscriptions after cancellation.
   • If the subscription was indeed part of a free year bundled with the computer, support can review how it was activated and whether the paid charge can be reversed or adjusted.

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References:

• How to get a refund on a Microsoft subscription
• How to investigate a billing charge from Microsoft
• Manage your Microsoft 365 subscription purchased through a third party
• Get help with your Microsoft account
• Unable to cancel your Microsoft subscription
• Cancel an order or pre-order from Microsoft Store