I need to cancel one of two outlook business accounts that I have

Question

I have the sign on for the one I want to keep that is prepaid from [Moderator note: personal info removed] for all of 2026 (Account A) but have another that was a free account that is now being charged to me monthly (account B) . How can I stop the second one and keep Account A? I don't have the sign on information account B.

Answer 1

Dear @The Verde Valley Current - Jim Diaz, 

Good day, and I appreciate the clear explanation of your concern.  

Based on your description, Account B most likely began as a free Microsoft 365 Business trial and automatically converted to a paid subscription when recurring billing was not turned off before the trial ended. This behavior is expected for trial subscriptions unless billing is disabled manually. 

Since you do not currently have sign-in information for Account B, the steps below should help you identify the account and proceed with cancellation without affecting your prepaid subscription in Account A. 

• Try to identify the admin account for account B 

When a Microsoft 365 trial tenant is created, Microsoft automatically assigns a default domain in the format yourdomain.onmicrosoft.com, along with a global admin email address. 

Please check the mailbox of the email address you originally used when starting the trial or entering payment details and look for emails from Microsoft that mention “onmicrosoft.com”. 
These emails often contain the default admin username or tenant information, which may allow you to sign in and cancel the subscription directly from the Microsoft 365 admin center. 

If you are unable to locate this information or cannot sign in, please proceed with one of the options below. 

Option 1: Contact Microsoft Billing Support by phone 

You can contact Microsoft Global Customer Service by phone to request cancellation of the subscription associated with Account B using the following link: Customer service phone numbers - Microsoft Support 

During the call, ask to speak with a live agent and clearly explain your situation. Be sure to mention that you are the only administrator of the account, you have lost access to it and you need assistance canceling the active subscription. This will allow your request to be routed to the appropriate Billing team so the issue can be resolved as efficiently as possible. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:         

In some countries, it is an automated conversation like:   

IVR: What kind of problem are you concerned about?         

You: Billing.         

IVR: What kind of product do you use?         

You: Office 365 for business.         

IVR confirmation: education or company account?         

You: For companies         

IVR: Are you an administrator?         

You: Yes.         

IVR: Do you have another administrator in your organization?         

You: No. I need to create a ticket. Please send me direct to the Billing team.    

The Billing team will ask for verification details, such as billing emails, company name, payment method, or invoice information, to confirm ownership before canceling the subscription. 

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link: Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Billing team on behalf of your previous tenant.       

Follow the guided setup process to create a new account for a new tenant.   

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Billing team. Here's a message you can use or adapt:   

"Hello, I am currently unable to access my previous Microsoft 365 tenant, which prevents me from canceling the active subscription associated with that account. I am the only global administrator for the previous tenant and no longer have sign-in access. 

I created this new tenant solely to request assistance. I kindly ask to be connected with the Billing team so my identity can be verified and support can be provided to recover access to the original tenant or cancel the subscription as needed. 

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the cancelation process."   

• Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. 
• Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

As community moderators, we kindly ask for your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into performing deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.  

I hope this information helps you cancel the subscription associated with Account B as quickly as possible. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

Thank you for your patience and understanding. 

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Answer 2

To stop charges for Account B while keeping Account A active, use these steps based on how Account B was purchased and what access is available:

1. Determine how Account B is being billed
   • Check recent bank/credit card statements for the Microsoft 365 charge that corresponds to Account B.
   • If the description mentions a third party (for example, Apple, Google Play, Amazon, Best Buy), the subscription was likely purchased through that retailer.
2. If Account B was purchased through a third party
   • Microsoft cannot cancel or change recurring billing for subscriptions bought through a third-party retailer.
   • Contact the retailer’s customer support (for example, Apple, Google Play, Amazon, Best Buy) and request cancellation or turn off auto-renewal for that Microsoft 365 subscription.
   • All refund or billing questions for that subscription must go through that retailer because Microsoft did not receive the payment.
3. If Account B is billed directly by Microsoft and sign-in is not possible
   • Without the sign-in credentials for Account B, cancellation through the Microsoft account portal is not possible because of account security protections.
   • In this situation, the practical option is to stop payment at the bank or card level:
     • Contact the bank or credit card issuer that is paying for Account B.
     • Ask them to block or dispute future recurring Microsoft 365 charges associated with that subscription.
4. If access to Account B can be recovered later
   • If the sign-in information for Account B is recovered, cancel directly:
     1. Go to https://account.microsoft.com/services.
     2. Sign in with the Microsoft account used for Account B.
     3. Under Services & subscriptions, select Manage for that Microsoft 365 subscription.
     4. Choose Cancel subscription or turn off recurring billing. If it shows Turn on recurring billing, it is already set to expire and no further charges will occur.

These actions will stop charges for Account B while leaving Account A (the Best Buy–prepaid subscription) unchanged.

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References:

• Manage your Microsoft 365 subscription purchased through a third party
• Unable to cancel your Microsoft subscription
• Cancel a Microsoft 365 subscription
• cancel subscription - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• How to connect with Help and Support - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• I am paying for two subscriptions - Microsoft Q&A