Two subscriptions

Question

Unknown to me, I have two Microsoft 365 subscriptions. One was just renewed, and the other one will expire on June 30. One of the accounts is saying that my storage is full that all my pictures will be deleted, and the other subscription is saying that I should get more storage when I only used 2.2 GB of 1 T. What is going on here and why am been charged twice? I need the contact email for Microsoft.

The accounts are: [REMOVED PII]@gmail.com
[REMOVED PII]@hotmail.com

Kindly advice

Answer 1

PII caution: Please note that this is a public forum for users. Do not post any private information here for your privacy and security. 

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Hello Roseline Brown

From what you described, you currently have two Microsoft 365 subscriptions under different accounts: one that was recently renewed and another that is expiring soon, and you’re seeing conflicting storage messages, where one account reports full storage with deletion warnings while the other shows plenty of available space.

In your situation, it’s best to reach out to support so they can check both accounts and help you cancel the extra subscription if needed. Since this is a public forum, we don’t have access to your billing details, so we can only share suggestions based on general experience and similar cases.

Here's how to reach out to the 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: Being charged for two Microsoft 365 subscriptions and storage mismatch
2. Hit "Get Help"
3. 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: Chat support availability can sometimes vary depending on demand. If you’re unable to connect with an agent right away, trying again at a different time often help.

Hopefully your concerns will soon be addressed. Thank you so much for your patience!

Best regards.

Answer 2

The two different storage messages are tied to two different Microsoft accounts and subscriptions. Each Microsoft account (the Gmail-based one and the Hotmail-based one) has its own:

• Microsoft 365 subscription status (active, expired, or expiring)
• Cloud storage quota and usage

What is happening:

1. The account that “used 2.2 GB of 1 TB” is signed in with the subscription that is currently active and has plenty of storage available.
2. The account that says “storage is full” and warns that pictures may be deleted is either:
   • Over its Microsoft cloud storage quota, or
   • On a subscription that has expired or is about to expire, which can reduce its storage allowance back to the free level.

When a subscription expires or is cancelled, the storage allowance can drop back to the free tier. If that account has more data than the free allowance, it will show as full and:

• OneDrive files become read-only until storage is reduced or more storage is purchased.
• Outlook.com may stop sending/receiving email if storage is exceeded.
• After a period (for example, 6–12 months depending on scenario), OneDrive content may be deleted and cannot be recovered.

This is why one account shows “full” and threatens deletion, while the other shows “2.2 GB of 1 TB used.” They are separate accounts and subscriptions.

Being charged twice:

If both accounts have active Microsoft 365 subscriptions, each one can be billed separately. To verify and stop double billing, sign in to each account separately and check:

1. Go to the Services & subscriptions page for each account:
   • Sign in with the Gmail-based Microsoft account and review the subscriptions and renewal dates.
   • Sign in with the Hotmail-based Microsoft account and review the subscriptions and renewal dates.
2. Identify which subscription is needed (for example, the one just renewed) and which is redundant (for example, the one expiring June 30).
3. Cancel the subscription that is not needed. If it was purchased through a third-party retailer, cancellation must be done with that retailer.

Impact of cancelling a subscription:

• When a Microsoft 365 subscription is cancelled, the storage allowance reverts to the free level (for example, 5 GB of cloud storage plus 15 GB of Outlook.com storage, depending on the subscription type).
• If the account has more data than the free allowance, it will:
  • Lose the ability to upload, edit, or sync new files to OneDrive.
  • Lose the ability to send or receive email in Outlook.com until storage is reduced.
  • Eventually risk deletion of OneDrive files after a grace period.

To avoid losing pictures and files:

1. Before cancelling any subscription, sign in to that account and:
   • Check Microsoft storage usage on the account dashboard.
   • Delete unnecessary files or move them to the account that will remain active.
2. If OneDrive already says it is full:
   • Use Manage your OneDrive storage to empty the Recycle Bin and see what is taking up space.
   • Delete or move files until usage is under the quota, or purchase more storage if that account is to be kept.

Contacting Microsoft support:

• For billing issues (being charged twice, refund questions, or subscription confusion), use the official Microsoft Support channels:
  • Go to the Microsoft account Services & subscriptions page and use the support/contact options there.
  • For refund eligibility and process, see the refund guidance and follow the steps to request a refund where applicable.
  • For direct help, use the Contact Microsoft Support page, select the Microsoft 365 & Office category, then choose “Manage my subscription” and use chat or request a call.

No direct support email address is provided; support is accessed through the web support and contact flows described above.

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References:

• Changes to Microsoft 365 email features and storage
• My OneDrive says it's full
• Microsoft storage FAQs
• Storage limits in Outlook.com
• How to get a refund on a Microsoft subscription