Abandoned account still getting charged.

Question

My Aunt no longer has or uses her computer. She no longer has an email account. She got a charge from Microsoft for a product on her credit card. She no longer has access to this computer and has no email to recover her account. How can I get this charge reversed for her?

Thank you.

A Bohensky

Answer 1

Hi, I'm John!

Since she no longer has access to the account or email, you won’t be able to cancel it from the Microsoft side directly.

The best course of action is to contact the bank/card provider. Ask them to block future charges from Microsoft. Dispute the charge (explain the account is no longer accessible and unused). Of possible, request a replacement card.

This stops any recurring billing tied to the old card.

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Answer 2

Because the account and email are no longer accessible, subscription cancellation and refunds cannot be done directly without the account owner signing in, due to Microsoft’s account security requirements.

Use these steps instead:

1. Investigate the charge
   • Go to the bank or card statement and confirm the exact amount, date, and that the merchant is Microsoft.
   • Use Microsoft’s guidance on unrecognized charges to understand what the charge might be and which type of product or subscription it is related to: How to investigate a billing charge from Microsoft.
2. Try to locate the Microsoft account (if possible)
   • If there is any way to still access the old email or remember which email address was used, sign in at the Microsoft account dashboard and manage subscriptions/charges there.
   • If the account truly cannot be accessed and ownership cannot be proven, Microsoft support and community cannot cancel the subscription for security reasons.
3. Request a refund (if the account can be accessed)
   • If the correct Microsoft account is found and accessible, sign in and follow the refund process for subscriptions: How to get a refund on a Microsoft subscription.
4. If the account cannot be accessed at all
   • Work with the bank or credit card issuer directly to stop future charges and dispute the existing one as unauthorized or no longer consented. This is the practical route when the Microsoft account cannot be recovered or accessed.
   • The bank may block the card, issue a new one, and reverse the transaction according to its policies.

If there is a broader situation such as incapacity or death of the account owner, follow Microsoft’s legal/next-of-kin process for accessing accounts, as described here: Accessing Outlook.com, OneDrive, and other Microsoft services when someone has died.

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References:

• How to investigate a billing charge from Microsoft
• Unable to cancel your Microsoft subscription
• Get help with your Microsoft account
• What is a chargeback?
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Request a refund - Microsoft Q&A