Account Cancellation Error

Question

My Microsoft 365 subscription has been cancelled even though you have the correct credit card number and charged me for it

Answer 1

Hi Anne,

Please check if you were billed as step 1 on the page below:

https://account.microsoft.com/billing/orders

If you do not see a transaction, you might be charged for some other account in the Family.

Please run the troubleshooter here nevertheless, to troubleshoot an unrecognized charge: Start

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

Answer 2

The cancellation is most likely related to a subscription or payment status issue on the Microsoft account, even if the card was successfully charged.

Take these steps in order:

1. Confirm the subscription status
   1. Close all Office apps.
   2. Go to the Subscriptions page: https://account.microsoft.com/services
   3. Sign in with the same Microsoft account that was used to buy Microsoft 365.
   4. Under the Microsoft 365 heading, check whether the subscription shows as Active, Expired, or Suspended, and whether recurring billing is On or Off.
   • If it shows Expired or Suspended, Office will show cancellation/activation warnings even if a recent charge appears.
2. Check for payment or account problems
   1. Go to Payment options: https://account.microsoft.com/billing/payments
   2. Verify that the payment method used is valid and does not show any error.
   3. If there is an error on the card (expired, declined, overdue balance), update the card details and save.
   4. After updating, close and reopen an Office app (for example Word) to force it to re-check the subscription.
3. Verify the correct Microsoft account is being used
   • If there are multiple Microsoft accounts, the charge might be on one account while Office is signed in with another.
   • Sign out of Office apps, then sign back in using the same account shown on the Subscriptions page where the active/charged subscription appears.
4. If the subscription was purchased through a third party
   • If Microsoft 365 was bought from a retailer (for example Amazon, Best Buy) or via an app store (Google Play or Apple App Store), subscription management and cancellation must be done with that seller. Contact that seller’s support to confirm the subscription status and charges.
5. If the subscription still shows cancelled or suspended after these checks
   • Use Microsoft’s guided support for subscription and billing issues: https://go.microsoft.com/fwlink/?linkid=2227951
   • Or contact Microsoft Customer Service/Billing Support via the “Contact – Microsoft Support” entry point and choose Microsoft 365 → Manage my subscription, then use chat or request a call back. They can review the charge and subscription state and, if appropriate, help with reactivation or a refund.

If the charge is not recognized or appears incorrect, eligibility for a refund can be reviewed using the steps in the refund article for Microsoft subscriptions.

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References:

• Unable to cancel your Microsoft subscription
• Office error "Account Notice: We've run into a problem with your Microsoft 365 subscription"
• A subscription notice appears when I open a Microsoft 365 application
• How to get a refund on a Microsoft subscription
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Request refund - Microsoft Q&A