I started my trial subscription with a different card

Question

I started my trial subscription with a debit card but after the trial was over I paid for a year subscription with a different card. Now it keeps trying to charge the first card that I used for the trial. And now is showing a red alert that my account still needs to paid and that it will be canceled. Who is going to fix this?

Answer 1

Hi! Sorry to hear about this situation. Were both charges processed directly through Microsoft, or through a third party such as the Apple Store or Google Play? Also, could you please confirm whether the same Microsoft account was used for both purchases?

Please sign in here and check whether the subscription appears as active: account.microsoft.com/services

If it appears as overdue, log in here to confirm if the payment made with the second card was in this account: account.microsoft.com/billing/orders

Answer 2

The subscription is still tied to the original payment method, so the system continues to charge the first card and flags the subscription as unpaid when that charge fails.

To resolve this:

1. Make sure the subscription is active and visible
   • Go to the Subscriptions page: https://account.microsoft.com/services
   • Sign in with the Microsoft account used for the trial and yearly purchase.
   • Under Microsoft 365, confirm the subscription status (active/expired/suspended). If it shows expired or payment problem, it must be fixed before charges stop failing.
2. Update the payment method to the correct card
   • Close all Office apps.
   • Go to the Payment options page: https://account.microsoft.com/billing/payments
   • Sign in with the same Microsoft account.
   • If the old card shows an error or is still set as the payment method for the subscription, update it:
     • Either edit the existing payment method (if possible) with the new card details, or
     • Add the new card and set it as the payment method for the Microsoft 365 subscription, then remove the old card if it is no longer needed.
   • After updating, restart an Office app and confirm that the red alert disappears after Microsoft successfully processes the next charge or resolves the outstanding balance.
3. If the subscription is already marked expired or suspended
   • From the Subscriptions page, follow the steps to renew the subscription using the correct card. See the guidance in How to renew your Microsoft 365 subscription linked from the subscription page.
4. If charges or status still look wrong
   • If the portal still shows a red alert or continues to reference the old card after updating payment details, contact Microsoft Support so the Billing team can review the billing profile and correct it. Use the guided support link in the cancellation article if needed.

No one in the community or forum can directly fix billing or move charges between cards; only the Microsoft Billing team (via account.microsoft.com or support) can adjust the subscription’s payment profile and resolve any outstanding balance.

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References:

• Office error "Account Notice: We've run into a problem with your Microsoft 365 subscription"
• Unable to cancel your Microsoft subscription
• A subscription notice appears when I open a Microsoft 365 application