I am not able to see my subscription in my ms 365 account, although could see annually payment is getting deducted

Question

Couldn't see subscription on my 365 account although yearly subscription amount of 84.99 GBP deducted from my paymenth method ending in [REMOVED PII] and thi order was dated feb 2 2026. Help me to recover my subscription as I am not able to use the MS365 service

Answer 1

Welcome KOMAL TALREJA!

I understand you’ve been charged for Microsoft 365 but the subscription isn’t showing in your account.

First, please confirm you’re signed in with the same Microsoft account used at purchase.

Then check your Order history at account.microsoft.com > Payments & billing. If you used a different account or purchased via a reseller, you may need to redeem a product key.

If the order appears but no subscription is active, contact Microsoft Support with the order ID and proof of payment so they can restore access. Since this is a user‑to‑user community forum, support here is limited to sharing suggestions based on personal experience, and private account information cannot be accessed.

Here's how to reach out to Support Team (live chat):

Go to: https://support.microsoft.com/home/contact

1. In the search box, enter a short description of your issue, for example: Charged for Microsoft 365 but subscription not showing in account
2. Hit "Get Help"
3. You can try the suggested solution shown in the screenshot below or scroll down and select Sign in to contact support for further assistance (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

Tip: Support Team availability can vary, and retrying at a different time often helps.

Hopefully your issue will soon be resolved!

Yours sincerely.

Answer 2

Follow these steps to recover access to the Microsoft 365 subscription that is being charged but not visible in the account.

1. Confirm which Microsoft account has the active subscription
   • Go to the Services & subscriptions page: https://account.microsoft.com/services
   • Sign in with the Microsoft account that might be linked to the subscription.
   • Check if an active Microsoft 365 subscription appears. If it does not, sign out and try any other Microsoft accounts that might have been used when the subscription was first purchased.
2. Verify that the subscription is active
   • Once the correct account is found, confirm the subscription status:
     • If it shows Has recurring billing, the subscription is active and set to renew on the listed date.
     • If it shows Expires on [date], it will stop working on that date unless renewed.
   • You can also review renewal and billing dates on the Payment & billing page: https://account.microsoft.com/services/office/billing
3. If Office apps still say subscription canceled or not available
   • On the device, open Word or Excel.
   • Go to File > Account.
   • Make sure the signed-in account in the app matches the Microsoft account that shows the active subscription online.
   • Use Update license or sign out and sign back in with the correct account, then restart the app.
4. If the charge appears but no subscription is found
   • The charge may be associated with a different Microsoft account or there may be a billing issue that only Support can see.
   • Use the Microsoft Support contact flow for billing issues:
     • Go to https://support.microsoft.com/contactus/
     • Sign in with the Microsoft account used for Microsoft 365.
     • Choose Products & services → Microsoft 365 & Office → Manage my subscription or Billing and Payment Updates.
     • Select Contact support and then Chat with a support agent or Call me back.
   • Provide the support agent with:
     • The amount (84.99 GBP),
     • The last four digits of the card (9922),
     • The charge date (2 Feb 2026),
     • And explain that the subscription is not visible in the account.
5. If the charge is not recognized or appears duplicated
   • If Support cannot find a matching subscription, follow the guidance to investigate the billing charge and check refund eligibility using:
     • How to investigate a billing charge from Microsoft
     • How to get a refund on a Microsoft subscription
   • If neither Microsoft nor any of your accounts show the transaction, contact the bank or card issuer to dispute the charge as potentially incorrect or fraudulent.

Until the subscription is restored, Office Online can be used for free at https://www.office.com/ to open and work with documents in a browser.

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References:

• Problems renewing a Microsoft 365 subscription
• Changes to Microsoft 365 email features and storage
• A subscription notice appears when I open a Microsoft 365 application
• Microsoft 365 subscription features aren't available in Office apps
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• overcharged for microsoft 365 family classic - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A