Subscriptions

Question

Hello. My name is [Moderator note: personal info removed] and I work with [Moderator note: personal info removed] I received a notice that my payment was declined and I need to renew my subscription. Can you please verify if I have both a business and a personal account? If so, I want to cancel one.

I think I signed up for a new account in January.

My emails are:

[Moderator note: personal info removed]@gmail.com

[Moderator note: personal info removed]

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Moved from Microsoft 365 and Office | Subscription, account, billing | Other | Other

Answer 1

Hi @Amy Maidment,

Please understand that our forum is a public platform, and we will modify your question to cover your personal information including your organization email in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.    

I have moved the information to the Private message if you need to add any more privacy information please add it in there.

Regarding your issue, may I kindly ask a few questions so I can understand your issue better:  

• What exactly was charged or attempted to be charged (amount and product name, if shown)? 
• Have you received any subscription confirmation / welcome / receipt emails? Please check both your personal email and work email 
• Are you able to sign in successfully to both email accounts without any issue? 
• When signed in, do you see any active subscription under either account at https://account.microsoft.com/services (for your personal account) and https://portal.office.com/account/?ref=Harmony (for your work account) 
• Have you checked with your company IT admin to confirm whether they manage or provide any Microsoft subscription for your work account? 

Hope to hear back from you soon.  

The initial response may not fully address your needs, but it will help me better understand your situation. Once I get the information, I will try my best to find the next steps. 

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