how do I cancel my 14 day trial microsoft office subscription without a username or mobile I can remember

Question

My Dad died in 2022 and he had a subscription to Microsoft office 14 day trial - and it won't stop debiting mums account. I do not have any log in details or passwords, how do I contact microsoft and actually speak with someone who can help me please. Their website does not answer my problem, it just makes me go round in circles all the time. It terrible. I cannot retrieve anything about the account, because his old email does not work anymore. His phone has been deleted too.

I have been trying to do this for years! how can I speak to someone to stop this subscription please?

Anyones advice would be much appreciated.

Answer 1

If you need to access your father's Microsoft account, see https://support.microsoft.com/en-us/account-billing/accessing-outlook-com-onedrive-and-other-microsoft-services-when-someone-has-died-ebbd2860-917e-4b39-9913-212362da6b2f .

If the (automatic) payments now go to your mother's bank account, you may have to talk to her bank.

Answer 2

1

This forum is just a user to user forum, no-one here has any account access, using any Microsoft account you may have access to, 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 3

Because there is no access to the Microsoft account (no email, password, or phone), cancelling directly through Microsoft account pages is not possible. Microsoft treats account security and privacy very strictly and will not make changes without being able to verify account ownership.

From the available guidance, there are only two practical options in this situation:

1. Follow Microsoft’s legal process for deceased users’ accounts
   • Microsoft has a specific process for handling access and actions on accounts when someone has died or become incapacitated. Details are here: Accessing Outlook.com, OneDrive and other Microsoft services when someone has died.
   • However, that article also explains that, for privacy and legal reasons, Microsoft is generally unable to provide information or access to non-account holders. If account credentials are not known, the account will eventually close automatically after a period of inactivity.
   • For subscriptions, the guidance is to ensure they are stopped via the payment method (see next step), because Microsoft cannot verify or act on the account without credentials.
2. Stop the charges through the bank or card issuer
   • The recommended and realistically easiest route when account credentials are unavailable is to cancel the recurring payment directly with the bank or credit card company that is being debited.
   • Ask the bank or card issuer to block further charges from Microsoft for this subscription or to cancel the card/mandate associated with it. This is explicitly suggested as the practical solution when the Microsoft account cannot be accessed.

Once the bank or card issuer blocks the payment method, Microsoft will no longer be able to debit the account, and the subscription will lapse.

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References:

• Accessing Outlook.com, OneDrive and other Microsoft services when someone has died
• Unable to cancel your Microsoft subscription
• Cancel your Microsoft subscription
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A