I need help with PowerBi Pro subscription cancellation

Question

I have a powerbi subscription I am paying with my personal card through my former employer. I am unable to cancel the subscription after leaving the employer. The employer cancelled my account after I left but I am still being billed for this. Can someone please help me?

I can't log in because the company email address and account has been cancelled and I can't access the account number. I dialed the customer support numbers and they require an account number and won't let me talk to a rep. I need someone to call me or give me a direct number or support number that doesn't require an account number or active account because I don't have one and can't access one.

If MSFT can't actually talk to their customers and only want to use AI, then I will be forced to dispute the charges and file a BBB and FTC claim. You make it easy to sign up but make it difficult to cancel.

Answer 1

Hi Ben

Thank you for reaching out to the Q&A Forum.

Firstly, I hope you understand that this is a public peer-to-peer community forum so while members can share advice and experiences only. For your privacy and security, we (moderators and other users) do not have access to backend billing data or credit card details. Specific issues regarding Power BI subscriptions and billing are currently not supported in this forum. Because this requires accessing sensitive personal and financial data to verify ownership, we cannot resolve this directly here..

Since you cannot log in to the old account to generate a ticket, and the phone system is blocking you, you can try to create a temporary Free Trial Tenant: Visit the Microsoft 365 Business Plans and Pricing | Microsoft 365 and click Try for free to set up a trial account.

 

Once the new business account is created, this will give you access to the Admin support portal where you can request a callback: Support requests | Power Platform admin center

For detailed information, you can see: Get Support in Power Platform - Power Platform | Microsoft Learn

This workaround allows you to bypass the automated phone system asking for the old account number and I sincerely hope this helps you get in touch with the billing team quickly.

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Answer 2

Because the subscription was created and managed through a work account that is now disabled, direct self-service cancellation is not possible. The path forward is:

1. Confirm who owns and manages the subscription
   • If the Power BI Pro (or Microsoft 365) subscription was created under the company’s tenant (work email), only the organization’s admin can manage or cancel it. In that case, the former employer must unassign the license and/or cancel the subscription from their side.
   • If the subscription was purchased as an individual (personal tenant) but using a work email address, it is still tied to that Microsoft account and must be accessed or recovered to cancel.
2. Try to recover or identify the billing account
   • Use the guidance in “How to investigate a billing charge from Microsoft” to identify which Microsoft account and subscription the charges belong to: How to investigate a billing charge from Microsoft.
   • If the charge is visible under a personal Microsoft account at https://account.microsoft.com/services, recurring billing can be turned off or the subscription cancelled from there.
3. If the account truly cannot be accessed
   • When the account owner cannot access the account, community and forum support cannot cancel the subscription or view billing data.
   • In that case, contact Microsoft Support directly for billing help. For subscriptions and billing on Visual Studio/Power BI, the official path is to contact Visual Studio subscriptions support for sales, subscriptions, accounts, and billing: Visual Studio subscriptions support.
   • For general Microsoft account billing help (including cancel subscription, turn off recurring billing, refunds, and investigating charges), use the options under Get help with your Microsoft account and the billing links there.
4. If the charge is unrecognized or cannot be matched to any accessible account
   • Use the investigation steps in the billing charge article above.
   • If Microsoft Support and the investigation steps cannot locate the subscription under any Microsoft account, the charge may be treated as unrecognized/fraudulent and the bank/financial institution can be engaged to dispute it, as described in similar billing-issue guidance.
5. For Power BI–specific trials or accounts
   • If this is a Power BI license trial or an individual Power BI account that is still accessible, it can be cancelled from the Power BI Account manager (Cancel trial) or by closing the Power BI account in Settings → General → Close account. If the organization signed up and assigned the license, the admin must unassign it.
6. If self-service still fails
   • When none of the above works, use the guided Microsoft support flows for account and billing issues (for example, from the Cancel subscription, Turn off recurring billing, Help with refunds, or Investigate a billing charge entries under Microsoft account help) and choose billing/subscription as the category to reach a support agent.

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References:

• Unable to cancel your Microsoft subscription
• Get help with your Microsoft account
• How to get a refund on a Microsoft subscription
• Power BI Pro in Visual Studio subscriptions
• Close your account, cancel your subscription, end your trial
• Request refund - Microsoft Q&A
• cancel subscription - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A