Two accounts?

Question

I've noticed today microsoft have debited an annual fee from my bank account, no pre warning via email !!! I already have an account renewable September 26 which i wish to keep.How do i cancel the other one when I have no sign in details

Answer 1

Hello, good day and thanks for your question. Sorry to know about this and I understand that you have been charged for a Microsoft 365 subscription.

If there is no other order or subscription that is present on your account this means that the payment method or the card that you are using got caught somewhere from the last time that you have used it and this has caused an unauthorized charge and in this case it is best to reach out to the bank to block and replace your card to avoid additional or future unwanted charge/s. It is also a good measure to temporarily lock it from the bank's website or the bank's mobile app as soon as possible and request for a refund from the bank from the fraudulent charge that happened.

Answer 2

The second annual charge is almost certainly tied to a different Microsoft account (for example, the same email used as both a personal and a work/school account, or two different email addresses such as Outlook and Gmail). To cancel the unwanted subscription without losing the one due in September, follow these steps:

1. Identify which account the new charge belongs to
   • Use the official guide to trace the charge: How to investigate a billing charge from Microsoft.
   • This helps find which Microsoft account (email address) was billed.
   • Be aware there may be two Microsoft accounts using the same email address, one as a Work or school account and one as a Personal account, which can cause confusion when signing in.
2. Sign in with the account that owns the unwanted subscription
   • Go to the Microsoft account dashboard: Microsoft account dashboard.
   • Try signing in with any email addresses that might be linked to Microsoft (for example, Outlook.com, Hotmail.com, Gmail.com, or a work/school address).
   • If there are two accounts with the same email (work/school vs personal), choose the correct one when prompted with “Which account do you want to use?”.
3. Cancel or turn off recurring billing on the unwanted subscription
   • Once signed in to the correct account, go to Services & subscriptions: Services and subscriptions.
   • Select Manage for the subscription that was just charged (the one not due in September).
   • Turn off recurring billing or cancel the subscription, following the guidance in Unable to cancel your Microsoft subscription.
   • If the subscription was purchased from a third-party retailer (Amazon, Best Buy, Google Play, Apple App Store), cancellation must be done with that retailer.
4. If sign-in details truly cannot be recovered
   • If there is no way to sign in or recover the account, the practical option is to stop the payment at the bank or card level, as suggested in similar cases. Contact the card issuer or bank and cancel or dispute the recurring Microsoft 365 charge linked to the unwanted subscription.
5. Request a refund if appropriate
   • After identifying the duplicate subscription, check eligibility for a refund using the official refund guidance: How to get a refund on a Microsoft subscription.

This will allow keeping the September-renewing subscription while stopping future charges from the second one.

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References:

• Which account do you want to use?
• Unable to cancel your Microsoft subscription
• Turn recurring billing on or off for a Microsoft subscription
• Get help with your Microsoft account
• I am paying for two subscriptions - Microsoft Q&A
• Double Billing for Microsoft Services - Microsoft Q&A
• refund please - Microsoft Q&A
• I realize I have 2 different accounts. How do I combine the 2? - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A