Account Access

Question

I no longer have access to an email/s that my original 365 purchase was used for. I have since been charged for the use of 365 which I do not have. Either send a refund or contact me and lets update my email information.

Emails that I no longer have access to is ******@outcastsmc.org or ******@outcastsmc.org

Answer 1

Hey there! Nice to meet you!

Please be advised that unless the account owner is able to access the account, subscription cancellation is not possible, and Microsoft personnel cannot retrieve this information.

Since you mentioned that you do not have access to the account where the Microsoft 365 subscription was purchased, you will need to reach out directly to your bank and request to freeze all charges from Microsoft, cancelling the subscription on its renewal in the process.

You may also need to request a new payment method.

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

Charges and refunds for Microsoft 365 subscriptions are tied to the specific Microsoft account (email) that was used to purchase and activate the subscription. Community forums and documentation cannot access or change account details, update email information, or issue refunds.

To resolve this situation:

1. Investigate what the charge is for
   • Use the guidance in How to investigate a billing charge from Microsoft (see reference) to identify which subscription and account the charge belongs to.
   • If the subscription was purchased through a third party (for example, Apple, Google Play, Amazon, or another retailer), Microsoft cannot cancel or refund it. In that case, contact the retailer directly for cancellation and refund, as all refund requests must go through the third party that received the payment.
2. Check refund eligibility and cancel the subscription
   • For subscriptions purchased directly from Microsoft, first cancel the subscription, then check refund eligibility:
     • Use the refund self‑help flow for Microsoft 365: select Microsoft 365 and start the tool from Get help refunding your Microsoft 365 subscription.
     • Note that not all cancellations result in a refund.
   • If the subscription was purchased in Germany, cancellation can be done without signing in by using the dedicated Germany cancellation flow.
3. If account access is lost
   • If the Microsoft account email used for the purchase is no longer accessible, account security rules prevent support from acting solely on a claim without verification. In such cases, either:
     • Follow the official account recovery and ownership processes (for example, legal/next‑of‑kin or ownership claim processes where applicable), or
     • Work with the payment provider (bank or card issuer) to stop further recurring charges if ownership of the Microsoft account cannot be re‑established.
4. Contact Microsoft Support directly
   • If the self‑help tools and documentation do not resolve the issue, contact Microsoft Support via the official Contact Microsoft Support channel. Select the appropriate product (Microsoft 365), choose a billing category, and use the “Chat with a support agent in your web browser” option where available. A support agent can review the billing on the account once identity is verified.

For subscriptions purchased through third‑party stores (Apple App Store, Google Play, Amazon, or other retailers), Microsoft Support cannot cancel or manage recurring billing; cancellation and refunds must be handled by the retailer’s support.

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References:

• Manage your Microsoft 365 subscription purchased through a third party
• How to get a refund on a Microsoft subscription
• Cancel a Microsoft 365 subscription
• Request a refund - Microsoft Q&A
• refund please - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• Problems renewing a Microsoft 365 subscription