SUBSCRIPTIONS NOT SHOWING

Question

I have been billed twice for Microsoft 365, on the 13th and 16th of January 2026, yet these subscriptions are not shown on my profile. I am keen to add Microsoft 365 to a new laptop I have purchased, but I am unsure if I can do this - noting my current subscription is not showing up.

What do I need to do to rectify the issue.

Thank you.

Answer 1

Hello, good day and thanks for your question. Please double check as well if you are using multiple email account/s which might also be tied up to a Microsoft account to see if the subscription is appearing from there and if there is no other subscription that is present on your account this means that the payment method or the card that you are using got caught somewhere from the last time that you have used it and this has caused an unauthorized charge and in this case it is best to reach out to the bank to block and replace your card to avoid additional or future unwanted charge/s.

It is also a good measure to temporarily lock it from the bank's website or the bank's mobile app to ensure that you will not have an unauthorized charge while this is still being figured out.

Kindly take note that the forum does not have access to user accounts to be able to check and intervene with account related and billing side of things and you can reach out to the support team at https://support.microsoft.com/en-us/contactus/ and then click on Microsoft 365 and then click Get Home Support and then type in Billing question and click the blue button that says Sign in to contact Support and login and proceed from there or you can also request a call back by going to https://go.microsoft.com/fwlink/?linkid=2168171 in case you are having trouble cancelling and getting a refund.

Answer 2

The duplicate charges and missing subscriptions in the profile indicate a billing/account issue that must be handled by Microsoft Support or Billing, because subscription and payment details are not visible or correct in the self-service pages.

To move forward and get Microsoft 365 onto the new laptop, follow these steps:

1. Check which account(s) have active subscriptions
   • Go to the Microsoft account Services & subscriptions page: https://account.microsoft.com/services and sign in with each Microsoft account that might be linked to the payments (for example, any Outlook.com or other email addresses used when purchasing).
   • Verify whether an active Microsoft 365 subscription appears. If it does, that subscription can be installed on the new laptop using the standard install steps.
2. If the subscription still does not appear
   • Because the charges are present but the subscriptions are not showing in the profile, this requires direct assistance from Microsoft Billing Support.
   • Go to the Microsoft Support contact page: https://support.microsoft.com/contactus/
   • Sign in with the Microsoft account that should hold the subscription.
   • Choose the Microsoft 365 & Office category, then a billing-related option such as Manage my subscription or Billing and Payment updates, and proceed to Contact support.
   • Use Chat with a support agent or request a call. Provide the dates and amounts of the January 13 and 16, 2026 charges and the last four digits of the cards used so they can locate the subscriptions and correct or refund duplicate charges as appropriate.
3. After the billing issue is corrected
   • Once the correct Microsoft 365 subscription appears under Services & subscriptions, follow the standard installation guidance for installing Microsoft 365 on the new laptop (download and install from that same page while signed in with the account that owns the subscription).

If there are multiple subscriptions on different accounts and only one is needed, cancel the extra subscription from the Services & subscriptions page after confirming which one should remain active.

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References:

• Problems renewing a Microsoft 365 subscription
• A subscription notice appears when I open a Microsoft 365 application
• Microsoft 365 subscription features aren't available in Office apps
• Changes to Microsoft 365 email features and storage
• View your Office 365 business subscription
• I have a subscription to Office 365 and want to install it on my new laptop - Microsoft Q&A
• I am paying for two subscriptions - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A