Charged additional unwanted licences while reactivating existing licences

Question

Hi microsoft 365 Business. Your systems are really not user friendly! I am now being charged twice for additional liceneces I dont need and did not ask for. My normal subscription went EXPIRED, pending monthly payment. when I logged in and clicked on the only option that was available to reactivate my licences, i now have 2 adiitional licences that I dont need and I am being invoiced twice monthly, instead of just renewing my 2 licences that I need, I am now gettng two invoice with no option to cancel. please help! We are small businesses trying to grow and such issues are really frustrating and damaging to our finances!

Answer 1

Hi @Nolubabalo Dube, 

I’m truly sorry to hear about the frustration this billing issue has caused. I completely understand how stressful unexpected charges can be, especially when you’re working hard to grow your business.  

Since you don't have option to cancel your subscription, can you help me confirm if you purchase the subscription directly from Microsoft or from a partner/reseller? 

If you purchase the product from a partner/reseller, please contact them for help with this issue. 

• Only the partner or reseller who manages the subscription is authorized to make changes such as cancellation, license reductions, or billing adjustments.
• This is likely why the Cancel option isn’t available for you and why the subscription appears duplicated, the system treats them as two separate products.
• Your partner or reseller can also open a support ticket on your behalf to request a refund for the duplicated subscription.

If you purchase the subscription directly from Microsoft, you can try these steps that may resolve the issue: 

1. Check which licenses are currently assigned

Sometimes Microsoft won’t allow a subscription to be cancelled if a license is still assigned to a user. 

• Sign in to your Microsoft 365 Admin Center 
• Go to Users > Active users 
• Select each user and open Licenses and app 
• Make sure the unwanted subscription is unchecked for all users 
• You can recheck if there still license assigned to users under Billing > License 

2. Contact Microsoft Support  

If the Cancel option is still not available in your admin center, you can reach out to Microsoft Billing Support Team for further assistance. They can also verify the subscription against your payment information and, if necessary, escalate the case to the appropriate internal team for further investigation. 

• Sign in to the Microsoft 365 Admin Center with a Global admin account: https://admin.microsoft.com/.    
• 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"      
• Once you access the Contact Support form, please describe your issue in detail and provide the following information for both duplicated subscriptions.
• Finally, clicking on "Contact me".   

You can also ask the support agent to check if you are eligible for a refund for any overlapping or duplicate charges. Since this was an unintentional purchase caused by the reactivation process, Microsoft Support may be able to help reverse the charges. 

Thank you again for bringing this to our attention, and I truly appreciate your patience. Please let me know if you’d like help navigating any of these steps, I’m here to support you every step of the way. 

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