Billing - duplicate account

Question

Hi, I paid for my personal 365 in December and today I have been charged again - I think I have two accounts under two different emails

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 second 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 second 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 second 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

The December and today’s charges are most likely from either:

1. Two separate Microsoft 365 subscriptions (for example, one per email address), or
2. A single subscription where a previous payment failed and was retried, causing two charges close together.

Use these steps to confirm and fix it:

1. Check for duplicate payments in each Microsoft account
   1. Sign in to the Microsoft account dashboard for the email used in December.
   2. Go to Services & subscriptions or Order history and look for multiple Microsoft 365 charges for the same period.
   3. Repeat the same steps while signed in with the other email address.
   4. If both accounts show active Microsoft 365 subscriptions, there are indeed two separate subscriptions.
2. Investigate unrecognized or unexpected charges
   1. For each account, go to the Manage your payments page and select Investigate next to the payment method that was charged.
      • Use the Investigate flow to see if the charge is linked to a subscription with recurring billing enabled or to another account using the same card.
   2. Review the last few months of order history and bank/credit card statements:
      • If a payment was previously declined, a later successful retry can appear close to the next scheduled renewal.
      • If there are only the expected number of charges over the last 90 days, it is not a true double charge even if two payments are close together.
3. If there are two active subscriptions
   1. Decide which Microsoft account should keep the active Microsoft 365 subscription.
   2. On the other account, go to Services & subscriptions, select Manage for Microsoft 365, and cancel that subscription so it does not renew again.
   3. If that second subscription was just renewed and is not needed, contact Microsoft Billing Support via the Investigate path or standard support channels to request help with a refund, as account-specific actions cannot be done from community or documentation alone.
4. If there is only one subscription but two close charges
   1. Compare dates and amounts in Order history with the bank statement.
   2. If the number of charges in order history matches the expected billing cycles (for example, one charge per month or per year), then Microsoft has not charged twice; the timing is due to retrying a previously failed payment.
   3. If the bank shows more charges than appear in Order history, use Manage your payments → Investigate to check whether another Microsoft account (for example, a family member or a second email) is using the same card.
5. If still unresolved
   • Use the Investigate option on the Manage your payments page to start the billing troubleshooter and, if needed, escalate to a support agent who can securely review both accounts and payments.

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References:

• How to investigate a billing charge from Microsoft
• I've been charged twice
• I am paying for two subscriptions - Microsoft Q&A
• I realize I have 2 different accounts. How do I combine the 2? - Microsoft Q&A
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A
• Request a refund - Microsoft Q&A
• i have been charged twice - Microsoft Q&A