billing problem

Question

Being billed for individual 365 since January 16, 2025 with invoices and payments going through PayPal. Now have family 365 and need to cancel previous individual 365.

Answer 1

Hi John,

One account can have only one type of subscription - either Personal or Family.

Are you sure there are no multiple Microsoft accounts involved?

Please go to https://account.microsoft.com/services/microsoft365

Take a screenshot and post in the next reply please.

I’m eager to hear back and work together to find a solution.

Answer 2

To stop charges for the older individual Microsoft 365 while keeping Microsoft 365 Family, the individual subscription must be cancelled on the Microsoft account that is paying for it via PayPal.

Use this process:

1. Sign in to the correct Microsoft account
   • Go to the Services & subscriptions page for Microsoft accounts.
   • Sign in with the Microsoft account that shows the PayPal-billed individual Microsoft 365 invoices (the one being charged since January 16, 2025).
2. Find the individual Microsoft 365 subscription
   • Under Services & subscriptions, look for the personal/individual plan (for example, Microsoft 365 Personal or Microsoft 365 Basic), not the Microsoft 365 Family plan.
3. Cancel the individual subscription
   • Select Manage next to the individual subscription.
   • Choose Cancel subscription and follow the on-screen steps to finish cancellation.
   • If instead of Manage there is an option Turn on recurring billing, the subscription is already set to end on the listed date and will not bill again; no further action is needed for that subscription.
4. If the Cancel option is missing or not working
   • Confirm where the subscription was purchased:
     • If it was bought from a third-party retailer (for example, Amazon, Best Buy, Harvey Norman) or via Google Play / Apple App Store, cancellation and any refund must be handled directly with that retailer or app store.
   • Verify that the correct Microsoft account is used (the same one that appears on the PayPal invoices and that originally purchased the individual subscription).
   • Check for overdue balance: if money is owed on the subscription, pay the outstanding amount first; cancellation is blocked until the balance is cleared.
   • If the above checks do not resolve it, use Microsoft’s guided support for subscriptions and billing to get direct assistance stopping further charges.
5. Refund considerations
   • If a refund is also needed for recent charges on the individual subscription, first cancel it as above, then check refund eligibility using the Microsoft subscription refund process and the Microsoft Store Terms of Sale. Not every cancellation results in a refund.
6. Storage and data impact
   • When the individual subscription ends, storage and features tied to that specific subscription (OneDrive, Outlook.com storage, and other benefits) may be reduced to the free level for that account. Ensure any important files or emails associated with the individual subscription’s account are backed up before the subscription fully expires.

This will stop PayPal billing for the individual Microsoft 365 while leaving the Microsoft 365 Family subscription active.

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References:

• Cancel a Microsoft 365 subscription
• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
• Changes to Microsoft 365 email features and storage
• cancel subscription - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• Request refund - Microsoft Q&A