DUPLICATE ACCOUNTS

Question

I had to reset my PC and when reinstalling OFFICE 365 it seems to have created two accounts. I have two charges this month for $12.99 and one for $4.99. I cannot find a number to call to solve this problem.

Answer 1

1

This forum is just a user to user forum, no-one here has any account access, using any Microsoft account you may have, try using the steps they provide on this link to find out what that second payment was for.

https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

Then use the steps they provide on this link to cancel whatever that second payment was for and get a refund.

https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

2

If you are still unable to resolve that second payment problem, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

Multiple charges and apparent duplicate accounts require secure, account-specific tools, so the issue must be handled directly by Microsoft’s billing/support team.

First, verify whether the charges are actually duplicates or from different accounts:

1. Check Microsoft order history
   • Sign in to review order history and look for multiple purchases for the same amount that appear close together: Review your order history.
   • If only one set of charges appears there, it is possible another Microsoft account (for example, created during reinstall or used by a family member) is using the same card.
2. Check for other Microsoft accounts using the same card
   • Go to Microsoft account Payment options and select Investigate to search for other accounts using the card: Go to payment options.
   • This helps identify whether a second subscription is tied to a different sign-in.
3. If duplicate subscriptions/charges are confirmed
   • If there are two active Microsoft 365 subscriptions that are not needed, cancel the extra one following the cancellation instructions in the subscription/billing pages.
   • For problems renewing or managing Microsoft 365 subscriptions, review the subscription status on the Microsoft account, Payment & billing page and confirm which subscription should remain active.
4. Contact Microsoft Support for billing correction/refund
   • Community forums and general documentation cannot access or change billing. For charge disputes, refunds, or to merge/correct subscriptions, contact Microsoft Support directly via the official support/contact flows described in the referenced articles (for example, “Contact – Microsoft Support” and “Microsoft Billing Support” as outlined in the Q&A answers). Use the Billing and Payment or Manage my subscription category and choose chat or call-back.

Because the charges involve multiple amounts ($12.99 and $4.99) and likely more than one subscription or account, the billing team will need to review the subscriptions tied to each Microsoft account and each card, cancel any unwanted subscription, and process any eligible refund.

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References:

• I've been charged twice
• Problems renewing a Microsoft 365 subscription
• i have been charged twice - 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
• Request a refund - Microsoft Q&A