Billed for old account on old email address, microsoft account is in new email address, can't access the old

Question

Microsoft sent notification of money to be taken from my bank for old 365 Family on old email address, my microsoft account is in new email address, I cannot access the old. When I try to log it it only shows the new 365 Personal account. How can I sort this out?

Answer 1

The old Microsoft 365 Family subscription is tied to a different Microsoft account (the old email), so it will not appear under the new Microsoft account where the 365 Personal subscription is.

To resolve this:

1. Confirm which Microsoft account is being charged
   • Check the renewal/charge email from Microsoft and note exactly which email address the subscription is associated with.
   • If the email is from @accountprotection.microsoft.com, it is a legitimate Microsoft account/billing notification.
2. Try to access the old Microsoft account
   • Go to https://account.microsoft.com and enter the old email address.
   • If a password prompt appears, that email is still a Microsoft account. Use Forgot password? to try to reset access.
   • If the message says the account does not exist, the old account may have been closed or deleted and cannot be reused.
3. Check subscription status if sign-in works
   • After signing in with the old email, go to the Payment & billing / Services & subscriptions page and review the Microsoft 365 Family subscription.
   • If it is still active and you do not want it, cancel it from that account so future renewals stop.
4. If access to the old account cannot be recovered or the charge looks wrong
   • Use the Microsoft account sign-in helper if there are sign-in issues with the old email: Sign-in Helper.
   • For unrecognized or duplicate charges, or if the subscription/charge cannot be managed because the old account is inaccessible, contact Microsoft Billing Support so an agent can review the charge and subscription details and advise on cancellation or refund eligibility.

Because billing and subscription changes involve personal and payment data, only Microsoft Support can directly fix the billing on the old account.

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References:

• Problems renewing a Microsoft 365 subscription
• How to check if your email address is a Microsoft account
• Get help with your Microsoft account
• Can I trust email from the Microsoft account team?
• Attempting to access old email - Microsoft Q&A
• How to add an existing outlook.com account to my existing microsoft account? - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• i have been charged twice - Microsoft Q&A