double charge

Question

I use pay pal for my microsoft subscription monthly charge. I recently discovered Microsoft has been charging PAY PAL twice each month for my subscription. Pay Pal has applied these charges to 2 seperate credit cards resulting in double billing which has been going on for quite some time. How do i get refunded

Answer 1

Hello Jeri Clayton

I can see that you have been double charged for a Microsoft subscription and wish to have a refund

Since Q&A assist already provided several steps for you to get a refund, if you need further assistance on this issue. I suggest contacting Microsoft Support:

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Manage my Subscription" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

I hope you get the support you need, have a nice day.

Answer 2

Follow these steps to investigate the double charges and request refunds:

1. Confirm whether the charges are truly duplicates
   1. Sign in to your Microsoft account and review your order history for the last few months to see how many Microsoft 365 subscription charges appear and on which dates. Use the Review your order history link from the article: Review your order history.
   2. Compare this with your PayPal activity and the two credit card statements. If, for example, there are only 3 Microsoft subscription charges in 90 days in your Microsoft order history, but PayPal shows more, then the issue may be how PayPal is routing/duplicating payments across cards.
2. Check for multiple Microsoft accounts using the same PayPal funding source
   1. Go to your Microsoft account Payment options page: Manage your payments.
   2. Select Investigate next to the PayPal payment method to search for other Microsoft accounts (for example, family members) that might be using the same PayPal or underlying cards and generating additional subscription charges.
3. Investigate unrecognized or unexpected charges
   1. From the Manage your payments page, select Investigate for any charge you do not recognize or that appears duplicated. This tool helps identify whether the charge is from:
      • A Microsoft subscription with recurring billing enabled.
      • Purchases made by someone else using your payment method.
      • A previously declined charge that was later successfully processed.
      • Other Microsoft Store or in‑app purchases.
   2. See: How to investigate a billing charge from Microsoft.
4. Cancel any duplicate or unwanted subscriptions
   1. Go to https://account.microsoft.com/services and sign in with each Microsoft account you identify as using your PayPal.
   2. For each unwanted or duplicate subscription:
      • Select Manage.
      • On the next page, select Cancel (or Upgrade or Cancel, depending on what is shown).
      • Follow the on‑screen steps to complete cancellation.
   3. If you see Turn on recurring billing instead of Manage, that subscription is already set to expire and will not be charged again.
5. Request refunds for the extra charges
   1. After cancelling any duplicate/unwanted subscriptions, check if they are eligible for a refund:
      • Follow the guidance in How to get a refund on a Microsoft subscription.
      • Note that not all cancellations result in a refund; eligibility depends on timing, region, and subscription type.
   2. If the charges are unrecognized or clearly erroneous (for example, you were billed twice in the same period for the same subscription), use the Investigate flow on the Manage your payments page and, if needed, contact Microsoft Support from there to request billing review and refunds.
6. If Microsoft cannot find or refund some charges
   • If some of the duplicate charges do not appear in any Microsoft account order history, or Microsoft Support confirms they are not Microsoft charges, contact PayPal and your card issuers to dispute those transactions as potential billing errors or fraud.

For ongoing protection, once resolved, ensure only one active Microsoft 365 subscription is tied to your PayPal and that recurring billing is enabled only where intended.

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References:

• I've been charged twice
• How to get a refund on a Microsoft subscription
• How to investigate a billing charge from Microsoft
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Request refund - Microsoft Q&A