Request for cancellation of MS Project trial due to payment information error

Question

• I am writing to request the immediate cancellation of a Microsoft Project free trial and to ensure no charges are applied to my credit card.

Around 4:00 PM on March 11th, I attempted to sign up for the free trial. During the process, my computer froze, and I encountered repeated errors.

The issue is as follows:

Conflicting Accounts: I have two login IDs appearing:

     __[Moderator note: Personal information removed] ******@gmail.com**

     
           __[Moderator note: Personal information removed] .onmicrosoft.com**

           
              __The Problem:__ I entered my credit card information to sign up for the trial using __Account #2 (https://www.google.com/url?sa=E&source=gmail&q=onmicrosoft.com)__. However, my computer now only allows me to log in with __Account #1 (gmail.com)__.

              
                 __Current Status:__ I am unable to access Account #2 to manually cancel the subscription, and I have spent over an hour trying to resolve this technical error without success.

                 
                 I do not wish to use this service anymore. __Please cancel any active subscriptions associated with my credit card on Account #2 and confirm that no payments will be processed.__

                 
                 I look forward to your prompt confirmation of this cancellation.

                 
                 __Best regards,__

Answer 1

Hello @현진 박, 

Good day! I hope you’re doing well. 

Thank you for sharing the details of your situation. I’m really sorry to hear about the confusion and stress caused by the account mix‑up, situations like this can be very frustrating. 

Please note that this is a user to user forum and Q&A moderators don't have the appropriate tools to change your billing account directly.

For this issue, I kindly recommend reaching out directly to the Microsoft Support Team. They can also verify the subscription against your payment information and, if necessary, escalate the case to the appropriate internal team for further investigation. 

Since Microsoft Project trials are tied to specific business accounts and you're unable to sign in using .onmicrosoft account, please try to find the related hotline number to call the frontline and let them raise a support ticket for you: Customer service phone numbers - Microsoft Support 

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

• First, when you call the hotline, it asks what kind of problem you are worried about.   
• Answered: sign-in issue.   
• A: What kind of product are you using?   
• B: Microsoft Project 
• A confirmation: education or company account?   
• B: For companies   
• A: Are you an administrator?   
• B: Yes.   
• A: Do you have the other admin in your organization?   
• B: No.   
• A: You need one.... Service request?   
• B: Yes   

If calling the support line in your region is difficult, you may try another regional support number that offers service in your language, or contact the English support line if you’re comfortable speaking English. 

If you still have trouble using the frontline support, you can try set up a new trial tenant and submit your support request:    

Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.    

• Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.     

• Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.    
• Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.    
• Go to Support:   
  • Click on "Help & Support" button like this image. 
  
  • Toggle Support Assistant option to OFF > Type your issue under "How can we help?" Box > click Get Help. 
  • The Contact Support button will become available, you can click on it now. 
  
  • Choose contact method: "Phone" or "Email"      
  
• Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant. Provide the following information about your locked account:      
  • The domain name of your locked tenant     
  • Your .onmicrosoft account and gmail account. 
  • Any error messages you are receiving.    
  • Details about the issues you are experiencing.    
  • Your proof of ownership. 
  
• Finally, clicking on "Contact me".   

Important notes:    

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.  
• Be prepared for Microsoft support to ask for verification of your identity and ownership.
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."  

I hope you'll be able to reach the Microsoft Support team this way. If you still have any issue, please don't hesitate to reply. Wishing you a successful day! 

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Answer 2

Cancellation of the Microsoft Project trial and prevention of charges cannot be performed directly.

To resolve this:

1. An administrator in the organization must cancel the Microsoft Project purchase or trial subscription associated with the problematic account. When the subscription is canceled, users lose access to certain Microsoft Project features, and the subscription owner receives an email confirming cancellation. For instructions, see Cancel a purchase or trial subscription in the admin documentation: Cancel a purchase or trial subscription.
2. If self-service purchase or trial was used, and the admin cannot cancel using the standard steps, the admin should follow the Microsoft 365 subscription cancellation guidance based on the billing account type (MCA or MOSA). This includes:
   • Determining the billing account type.
   • Ensuring the correct billing role (Billing account owner/contributor or Billing Administrator).
   • Canceling within the allowed window for prorated credit/refund, or turning off recurring billing so the subscription does not renew.
3. If the subscription was started as a free trial, turning off recurring billing stops future charges after the trial ends. If the trial has no payment method, it can be allowed to expire without charge.
4. If cancellation cannot be completed due to account access issues (for example, cannot sign in with the onmicrosoft.com account), contact Microsoft support or billing support so they can locate the subscription by payment details and cancel it on the backend. Community forums and documentation cannot access or modify accounts.

For any other Microsoft subscriptions (for example, if the card was used on a personal Microsoft account), sign in to https://account.microsoft.com/services with each possible Microsoft account, select Manage for the relevant subscription, then choose Cancel and follow the on-screen steps. If Turn on recurring billing is shown instead of Manage, the subscription is already set to expire and will not be charged again.

If charges have already been applied and a refund is needed, follow the refund process for Microsoft subscriptions as documented; eligibility and prorated refunds depend on region and subscription type.

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References:

• Manage self-service purchases and organizational trials for Microsoft Project
• Cancel your subscription in the Microsoft 365 admin center
• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Troubleshoot installing Office
• cancel subscription - Microsoft Q&A
• Cancel my Microsoft monthly subscription - Microsoft Q&A
• Request refund - Microsoft Q&A
• i have been charged twice - Microsoft Q&A