I’m being charged for a Microsoft subscription on an account I can’t access, and I need help canceling it

Question

My elderly mother in law apparently signed up for a Microsoft 365 subscription and I need to cancel it but have no idea what email address she used to establish the subscription so I'm unable to reset the account and login to cancel it myself. I have a credit card statement showing the charge last November. I have scoured support pages and can't find anywhere where I can message Microsoft or call someone for assistance. Any guidance would be appreciated.

Answer 1

Hey there! Nice to meet you!

Based on your description, kindly follow the guide on the official Microsoft website to investigate and locate the charge from Microsoft at this link:

https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you're able to find the transaction, you can check if they are eligible for a refund through this link:

https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

You may also try contacting Microsoft Support for further assistance in tracking the transaction:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" > click "Get Help" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

If you and the Support Team are unable to find the transaction in all of your accounts, you'll need to contact your financial institution/bank directly and request to freeze all charges from Microsoft, cancelling the subscription on its renewal in the process.

You may also need to have your card blocked and request a new one.

Thank you for your understanding! Please let me know if you need anything else.

Best regards,

Darhyl