requets a refund being billed of two accounts education and personal

Question

hi i request a refund of being billed for a second account of two accounts, education and personal account. The education account is subscribed with my university -why am i being billed for a personal account i cannot access, which is non transparent.

Answer 1

Hi @LINDA MARY TRAYERS,

Thank you for sharing the details.

In this case, the Microsoft Support Billing Team is the appropriate department to help you cancel your subscription and refund,

To help resolve this quickly and securely, I recommend contacting the Billing Team at your earliest convenience. You can find the appropriate phone number using this link: Customer service phone numbers – Microsoft Support.

For security and privacy, all investigations into billing-related issues are handled exclusively by Microsoft dedicated Billing support team. As moderators, we do not have access to billing systems. We also do not have the capability to initiate remote sessions for direct assistance. Our role is to guide users to the appropriate resources and support channels. 

 

When you call, having your order confirmation, purchase email, and any error messages handy will help them assist you faster. Please be ready to share: 

• The email address used for purchase 
• Any payment confirmation details 
• The username 
• Transaction information such as the final four digits of the card number, the type of card used, the cardholder’s name, and the card’s expiration date. 

For your security, please do not reply to this thread with this card information. The official support line is the only secure way to handle these details. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:     

IVR: What kind of problem are you concerned about?  

You: Billing.   

A: What products do you use?  

You: Office 365 for business.

Verification: Education or company account?  

You: For education

IVR: Are you an administrator?    

You: Yes.

IVR: Are there any other administrators in your organization?    

You: No.

IVR: Do you need a... Service request?    

You: Yes. I need to create a ticket. Please send me directly to the Billing Team.

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription.

To set up a new tenant, please follow these steps:

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Billing Team.

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support.

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

 

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.

Thank you for your kindness and contributions to the forum.

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Answer 2

Hi @LINDA MARY TRAYERS,

Nice to meet you!

To better understand your situation and assist you securely, may I ask you to provide the invoice number in a private message?

I’ve already initiated a private message for your convenience and included a note there. When you have a moment, please review it so I can continue assisting you effectively

To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

Thank you for your patience and understanding throughout this process.   

Answer 3

For an education subscription provided by a university, charges for a separate personal Microsoft 365 subscription usually mean there is a second, personal Microsoft account with its own paid plan.

To stop the extra billing and check refund eligibility for the personal account:

1. Confirm which account is being billed
   • Go to the Microsoft Services & subscriptions page: https://account.microsoft.com/services.
   • Sign in with any personal email addresses that might have been used (not the university/education account) until the paid Microsoft 365 subscription appears.
   • If the subscription was purchased through a third party (Amazon, Apple, Google Play, etc.), Microsoft cannot manage or refund it; contact that retailer instead.
2. Cancel the personal Microsoft 365 subscription
   • Once signed in to the correct personal account, go to https://account.microsoft.com/services/microsoft365.
   • Find the Microsoft 365 subscription and select Manage.
   • Select Cancel (or Upgrade or Cancel) and follow the on‑screen steps to complete cancellation.
   • If the page shows Turn on recurring billing instead of Cancel, the subscription is already set to expire and will not be billed again.
3. Check refund eligibility
   • Refund eligibility is only evaluated after cancellation.
   • Not all cancellations result in a refund.
   • If the subscription was purchased in Canada, Denmark, Finland, Germany, Israel, Korea, Netherlands, Poland, Portugal, or Turkey, there may be entitlement to a prorated refund.
4. If the subscription was bought through a third party
   • If the personal Microsoft 365 subscription was purchased from a retailer such as Amazon, Apple App Store, Google Play, Best Buy, etc., Microsoft cannot cancel or refund it.
   • Contact that retailer’s customer support and request cancellation/refund following their policies.
5. If charges are still unclear or access is not possible
   • If the correct account cannot be found or the charge is not recognized, use the Manage your payments page in the Microsoft account dashboard to investigate the billing.
   • If still unresolved, contact Microsoft Support and choose a billing/subscription category so an agent can review the account and charges.

Be aware that cancelling a personal Microsoft 365 subscription will reduce cloud storage back to the free quota and may affect OneDrive and Outlook.com usage if storage is over the free limit.

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References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Manage your Microsoft 365 subscription purchased through a third party