Billing question

Question

My account was charged by Microsoft, my bank thinks this charge is fraud.

Answer 1

Hey there! Nice to meet you!

You may try following the guide on the official Microsoft website to investigate and locate the 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 transaction and if this is an unwanted/forgotten subscription renewal, 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 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

Use the Microsoft account tools to confirm what the charge is for, then contact Microsoft or the bank as appropriate.

1. Sign in to the Microsoft account dashboard and investigate the charge:
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate next to the unrecognized charge. This tool helps identify whether it is:
     • A Microsoft subscription with recurring billing enabled.
     • A purchase made by a family member using the card.
     • A previously declined charge that was retried.
     • A pre-order or split order that has now shipped.
     • An in-app purchase from an app or game.
2. Check order history and invoices:
   • Sign in at account.microsoft.com/billing and select Payment & billing > Order history.
   • Under Refine, select the relevant date range and look for charges with status Completed or Redeemed.
   • Select Order details on any matching order to see what was purchased and print an invoice if needed.
3. If the charge is unauthorized or accidental:
   • For accidental or unauthorized purchases, follow the guidance to request a refund for items bought from Microsoft Store.
   • If there are duplicate charges for the same order, contact Microsoft Store Support with the Microsoft account and order number.
4. If the account may be compromised:
   • If the charge does not appear in order history or looks like someone else used the account, follow the guidance to recover a hacked or compromised Microsoft account and to help protect the account going forward.
5. If the bank insists it is fraud:
   • After completing the steps above, if the charge is still not recognized or cannot be found on any Microsoft account, work with Microsoft Support for billing help.
   • If neither Microsoft nor the account tools show the transaction, contact the bank or card issuer again to continue the fraud/chargeback process and, if needed, have the card blocked and replaced.

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References:

• How to investigate a billing charge from Microsoft
• View your Microsoft Store order history
• Cancel an order or pre-order from Microsoft Store
• What is a chargeback?
• Unable to cancel your Microsoft subscription