Billed Twice

Question

I have been charged for a Family Plan on March 2, 2026 & Personal account on March 11, 2026.

I only want the personal account see attached PayPal charges.

Please refund the Family Plan charges.

Thank you,

Andre Denault

Answer 1

To stop being billed for the Family plan and request a refund, cancel the Family subscription first, then check its refund eligibility.

1. Go to the Microsoft 365 services page: https://account.microsoft.com/services/microsoft365 and sign in with the Microsoft account that was used to buy the Family plan (not the Personal one).
2. Find the Microsoft 365 Family subscription and select Manage.
3. On the next page, select Cancel (it may appear as Upgrade or Cancel).
   • If instead of Cancel the page shows Turn on recurring billing, the subscription is already set to expire and will not be charged again.
4. After cancellation, refund eligibility is evaluated automatically based on the subscription type, purchase channel, and country. Not all cancellations result in a refund.
5. If the Family plan was purchased through a third party (for example, Google Play or Apple App Store), contact that store’s support to cancel and request a refund instead of Microsoft.

If the Family charge appears as an unexpected or duplicate charge on the payment method, use the billing investigation tool:

1. Go to the Manage your payments page of the Microsoft account dashboard.
2. Select the relevant charge and choose Investigate, then follow the guided steps to identify the subscription and resolve the billing issue.

If the Family and Personal plans were both billed for the same period and only the Personal plan is needed, cancel the Family plan as above and then use the investigation tool or contact Microsoft Billing Support (from the support pages in the references) to review the Family charge and request a refund where eligible.

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References:

• How to get a refund on a Microsoft subscription
• How to investigate a billing charge from Microsoft