I keep getting charged for a subscription i can't find

Question

For months ive been being charged for a subscription I can't find.

Entered my email, the same one it already sends the payment notice to, to sign in. It created a new account. So I have no idea how to cancel it. Ive tried asking Rocket Money for help too but apparently the customer service is just robots and AI so its useless

Answer 1

1

This forum is just a user to user forum, no-one here has any account access, if you are sure no-one else has access to your banking details, using any Microsoft account you may have, try using the steps they provide on this link to find out what that payment was for.

https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

Then use the steps they provide on this link to cancel whatever that payment was for and get a refund.

https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

2

If you are still unable to resolve that payment problem, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

Unexpected recurring charges like this usually mean the subscription is tied to a different Microsoft account or was purchased through a third party.

Use these steps to track it down and stop the charges:

1. Investigate the charge in Microsoft’s system
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate for the unrecognized charge: Manage your payments.
   • This tool helps identify:
     • Which Microsoft subscription is being billed.
     • Whether it’s on a different Microsoft account.
     • If it’s a subscription, in‑app purchase, or something bought by a family member.
   • More details: How to investigate a billing charge from Microsoft.
2. Check for common causes of “hidden” subscriptions
   • A Microsoft subscription with recurring billing enabled.
   • A charge made by someone you know using your card.
   • A previously declined charge that was retried.
   • A pre‑order or split order that just shipped.
   • An in‑app purchase from an app or game.
3. If you can sign in to the correct account
   • Once the correct account and subscription are identified, go to Services & subscriptions and either:
     • Turn off recurring billing, or
     • Cancel the subscription.
   • If you don’t see a cancel option, follow the troubleshooting steps in Unable to cancel your Microsoft subscription, including:
     • Confirming you’re signed in with the same personal Microsoft account that purchased Microsoft 365.
     • Checking if the subscription is already set to expire (shows “Turn on recurring billing”).
     • Making sure there’s no overdue balance, as overdue accounts can’t be canceled until paid.
4. If the subscription was bought from a third party
   • If the Microsoft 365 subscription was purchased from Amazon, Best Buy, Harvey Norman, Google Play, or Apple App Store, cancellation and refunds must be handled with that retailer or store’s support, not directly through Microsoft.
5. If the account can’t be accessed at all
   • If the subscription is on an account that cannot be signed into and ownership cannot be recovered, Microsoft support and community guidance indicate that cancellation via Microsoft is not possible.
   • In that case, the practical option is to work with the bank or card issuer to block or dispute the recurring charge as unauthorized or no longer desired.
6. Check refund eligibility once you locate and cancel it
   • After canceling the subscription, check if the recent charge is eligible for a refund: How to get a refund on a Microsoft subscription.
   • Note that not all cancellations result in a refund; eligibility depends on timing and usage.

If none of the above lets you locate the subscription, use the billing support/contact options from Microsoft’s support site to have an agent help search by card details, and if that still fails, proceed with the bank to stop further payments.

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References:

• How to investigate a billing charge from Microsoft
• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
• Get help with your Microsoft account
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Game Pass refund - Microsoft Q&A