merge Microsoft subscriptions

Question

I paid in November for Microsoft family account and my best buy credit card was charged again in January/February. They said you have to merge them. I tried calling but your stupid AI kept hanging up on me. I am old I don't do all this computer stuff.

Answer 1

Hi, I'm John! I will help you with this.

From what you described, it sounds like you have two active Microsoft 365 subscriptions (one from November, and another from Best Buy). These don’t merge automatically, so one needs to be canceled.

To help narrow down the issue:

1. Check your subscriptions > Go to: https://account.microsoft.com/services > Sign in with your Microsoft account. Do you see two Microsoft 365 subscriptions listed there?
2. About the Best Buy purchase. > Sometimes Best Buy subscriptions are tied to a different Microsoft account. Did you sign in with the same email when activating the Best Buy purchase? Or could it be linked to another email?
3. About charges, can you confirm: are both charges from Microsoft, or one from Best Buy? What names show on your bank/credit card statement?

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What usually needs to happen:

• If both are active > cancel one (usually the newer one).
• If the Best Buy one is separate > it may need to be canceled through the account it was activated on.

Reply with what you see on the Services page and the charge details. I’ll guide you exactly what to cancel so you don’t lose access.

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Click "Add comment" to let me know.

Regards,

John J.D.

Answer 2

I don't understand. I was too best buy and they said 2nd one had to be cancelled through you.