I have a second account (and ms 365 subscription) and I would like to cancel it

Question

I cannot access the account. I have the email address and password but its two factor login and i don't have authenticator attached to it so i cannot verify. please help

Answer 1

Hi John, It appears I never set it up so yes, it doesn't show a code or approving the sign in. so i cannot verify the account and I cannot get in there and cancel my double subscription and cannot delete the account.

Thank you for letting me know.

It is possible that the account hasn't been fully verified, and therefore, unfortunately, recovery is not possible. Also, you will not be able to delete it, as Microsoft requires users to have initial access to the account to close it.

I suggest contacting your bank or card provider to block the recurring charge. Then, create a new account, fully verify it, and activate 2FA.

If you have any further questions or concerns please let me know. I'm here to help you further with this.

Answer 2

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

To help narrow down the issue:

1. What exactly isn’t working with Microsoft Authenticator? For example, is it not showing a code, or not approving the sign-in?
2. Did you recently change phones, and was the app previously set up on an old device?
3. Are you signing in with a personal Microsoft account, or a work or school account?

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Click "Add comment" to let me know.

Regards,

John J.D.

Answer 3

For a Microsoft 365 subscription that cannot be accessed because of two-factor authentication, cancellation directly through the Microsoft account is not possible until access to the account is restored. Microsoft will not bypass security or remove two-step verification based only on knowing the email and password.

There are two practical options:

1. Recover or regain access to the account
   • Use the normal account recovery and security-info flows to try to get back into the account (for example, alternative sign-in methods or recovery options, if any were set). If access is restored, the subscription can then be managed and cancelled from the Services & subscriptions area of the Microsoft account.
2. Stop the charges at the payment provider
   • If access to the account cannot be recovered and the account is effectively unreachable, cancellation can be handled at the bank or card level instead. Contact the credit card issuer or bank used for the subscription payments and request that they block or stop recurring charges to Microsoft for that subscription. This is specifically recommended when the account owner cannot sign in and cannot complete Microsoft’s ownership/security verification.

Because Microsoft treats account security very seriously, subscriptions cannot be cancelled on behalf of an account when sign-in and verification are not possible.

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References:

• Unable to cancel your Microsoft subscription
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A