Double billing #refund

Question

I have been billed twice for the same subscription.

This was confirmed with my bank.

I tried going via the normal Microsoft menu, but it just takes me in circles.

I just want the extra payment reversed.

PS I tried visiting a k a dot m s slash r, D from my Mac

Any help would be appreciated.

Answer 1

Hello,

Did you sign in with the same Microsoft account linked to the subscription when you checked your billing page? Microsoft handles duplicate charges through the billing investigation form. Please sign in using the same Microsoft account linked to your Capital One card through this link: https://go.microsoft.com/fwlink/?linkid=2246882

Once signed in, click “Investigate charge” at the top right, select the transaction, and submit it for review. The Microsoft billing team will review the payment and contact you if a refund or further action is required.

Answer 2

Hello,

Did you sign in with the same Microsoft account linked to the subscription when you checked your billing page? Microsoft handles duplicate charges through the billing investigation form. Please sign in using the same Microsoft account linked to your Capital One card through this link: https://go.microsoft.com/fwlink/?linkid=2246882

Once signed in, click “Investigate charge” at the top right, select the transaction, and submit it for review. The Microsoft billing team will review the payment and contact you if a refund or further action is required.

Answer 3

Follow these steps to resolve the double billing and request a refund for the extra charge:

1. Confirm the duplicate charge in Microsoft order history
   • Go to your Microsoft account Order history and sign in: Review your order history.
   • Look for two charges for the same subscription (same amount, close dates).
   • If you only see one charge there but your bank shows two, it may indicate:
     • Multiple Microsoft accounts using the same card, or
     • A charge from another seller (for example, Amazon or an app store).
2. Check for multiple accounts using the same card
   • Go to Manage your payments: Manage your payments.
   • Select Investigate next to the card that was charged to search for other Microsoft accounts using that card. Learn more.
   • If another account is using the card for a separate subscription, cancel or change billing on that subscription if it is not wanted.
3. If the duplicate charge is for the same order
   • If you clearly see two charges for the same order in your Microsoft account, you need direct Microsoft Store billing support.
   • Have ready:
     • Microsoft account sign-in ID (email address), and
     • The order number(s) from Order history.
   • Then contact Microsoft Store Support as described here: Cancel an order or pre-order from Microsoft Store. For duplicate charges for the same order, use the contact Microsoft Store Support option on that page and request a refund of the extra payment.
4. If the second charge is from another seller (Amazon, Apple, Google Play)
   • If one charge is from Microsoft and the other is from a third party (for example, Amazon or an app store), you must:
     • Cancel/refund the subscription with that seller directly.
     • For subscriptions bought via app stores, see: How to get a refund on a Microsoft subscription, which explains that refunds for purchases made through Google Play or Apple App Store must be requested from them.
5. Request a subscription refund if you were double billed for a Microsoft 365 subscription
   • First cancel the extra subscription (or the duplicate renewal) so refund eligibility can be checked: How to get a refund on a Microsoft subscription.
   • Not all cancellations result in a refund, but once cancelled, the system will show whether a refund is available.
   • If the self-service path still loops or fails, contact Microsoft billing support directly (see the Q&A guidance below) and explain clearly that this is a duplicate charge for the same subscription and that the bank has confirmed it.
6. If menus keep sending in circles
   • Use the support flow described in the Q&A references for billing issues:
     • Go to the Microsoft Support site and sign in.
     • Choose Microsoft 365 / Microsoft 365 & Office.
     • Select a billing-related category such as Billing and Payment updates or Manage my subscription.
     • Choose Chat with a support agent in your web browser or request a call back.
   • Provide:
     • Dates and amounts of both charges,
     • Last 4 digits of the card(s) charged,
     • Confirmation from the bank that both charges are from Microsoft.

This combination of checking order history, investigating other accounts using the same card, and then contacting Microsoft Store/Billing support with the specific duplicate order details is the supported path to have the extra payment reversed.

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References:

• How to get a refund on a Microsoft subscription
• I've been charged twice
• Cancel an order or pre-order from Microsoft Store
• How to investigate a billing charge from Microsoft
• Microsoft Store & billing help
• Change your Microsoft subscription payment method and options
• i have been charged twice - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A