New laptop with subscription, but being asked to pay for renewal

Question

Hi There,

I recently purchased a new laptop and it included a subscription for Microsoft, but it's still asking for me to renew tomorrow. Who may I contact to not be double charged?

Thank you

Answer 1

The subscription that came with the new laptop is separate from any existing Microsoft 365 subscription and may not have been activated yet, which is why the current subscription is still showing as due for renewal.

Take these steps:

1. Check whether the new subscription is active
   • Go to the Microsoft account Services & subscriptions page: https://account.microsoft.com/services
   • Sign in with the Microsoft account used (or intended) for the new laptop.
   • Verify the expiration date of the Microsoft 365 subscription. If it still shows as expiring tomorrow, the new subscription has not been applied to this account yet.
2. If the new laptop included a product key or card
   • If the subscription was provided as a physical box/card or via an email from the retailer, the subscription does not start until the product key is redeemed.
   • Follow the instructions from the retailer or use the guidance in Renew Microsoft 365 for home (linked from the article below) to apply the key to the correct Microsoft account.
   • After redeeming, recheck the expiration date at Services & subscriptions to ensure it has extended.
3. Avoid being double charged
   • If the existing subscription is set to renew tomorrow and the new subscription is already active (expiration date extended), turn off recurring billing on the old subscription so it does not charge again.
   • If the renewal has already been charged and the new subscription also applies, use the billing support options below to request help with charges.
4. Who to contact for billing/charge issues
   • For Microsoft 365 Family or Personal subscriptions purchased directly from Microsoft, contact Microsoft Support using the contact support options in the articles below.
   • If the subscription or renewal was purchased through a third-party retailer (for example, the laptop seller, Amazon, Best Buy, Google Play, Apple App Store), billing and subscription management (including cancellation/refund) must be handled with that retailer or store.

If, after checking the expiration date and redeeming any product key, the subscription still shows as expiring or you believe you may be double charged, contact Microsoft Support directly via the links in the references for account-specific billing assistance.

---

References:

• A subscription notice appears when I open a Microsoft 365 application
• Unable to cancel your Microsoft subscription
• How to connect with Help and Support - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• overcharged for microsoft 365 family classic - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A