Two 365 accounts

Question

Hello. I appear to have two accounts using different email addresses. and another subscription through Apple. Please could somebody help me resolve this.

Answer 1

What is it that you wish to resolve in particular? There is no limit to the number of Microsoft accounts a person can have, and no penalty for having more than one. I have five Microsoft accounts (that I remember.)

Answer 2

If you have one with Apple, you need to check it in your Apple account, and if you want to cancel it and request refund, you need to do it with Apple.

Microsoft explains it here:

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

Apple's refund request instruction is here: https://support.apple.com/118223

On the Microsoft side, if you have a subscription, it should be listed in https://account.live.com > Subscriptions. You can click on Manage, and cancel it on the next page if this is the one you want to cancel instead.

Answer 3

Please can I speak to a live agent

Answer 4

Microsoft accounts and subscriptions cannot be merged, but the situation can be simplified and clarified.

1. Understand the accounts and subscriptions

• Each Microsoft 365 subscription is tied to a single Microsoft account (email address).
• A Microsoft account can only have one active Microsoft 365 for home subscription (Family/Personal/Basic/Premium) at a time.
• A subscription purchased through Apple (App Store) is managed and billed by Apple, not directly by Microsoft.

2. Identify which Microsoft account holds which subscription

• Sign out of all Microsoft 365/Office apps on all devices.
• Sign in to Office/OneDrive/Outlook with the email address that is believed to hold the main Microsoft 365 subscription and confirm which subscription is active there (this is the account to keep as the primary one).
• Sign in separately with the other email address and check if there is any active subscription or important data (OneDrive files, Outlook email, etc.).

3. Handling the Apple-purchased subscription

• If the Microsoft 365 subscription was purchased through Apple (App Store), subscription management (cancel, refund, recurring billing) must be done via Apple. Microsoft cannot cancel or manage billing for that subscription.
• To change or cancel that Apple-based subscription, follow Apple’s support process (for example, via Apple’s subscription management or refund request as described in Apple’s help).

4. Resolving two Microsoft accounts

• Accounts themselves cannot be combined or merged.
• If the second Microsoft account (for example, one created with a Gmail address) does not contain important data or purchases, it can be closed after confirming nothing critical is stored there.
• A common pattern is to keep the Microsoft account that already holds the main Microsoft 365 subscription and, if desired, later add the other email address as a sign-in alias to that primary account (note that purchases and data from the second account cannot be moved over).

5. If a Mac/App Store purchase shows as linked to the wrong Microsoft account

• If Office for Mac shows payment error 1303 or indicates the App Store subscription is associated with a different Microsoft account, sign out of the Office app, then sign back in with the Microsoft account that was used at the time of purchase and follow the “restore previous purchase” steps for Office for Mac.

6. When more help is needed

• For subscription and account ownership issues (especially where multiple accounts and a third-party purchase like Apple are involved), contact Microsoft Support for account and billing help.
• For billing or cancellation of the Apple-based subscription, contact Apple support, as only they can manage or refund that specific purchase.

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References:

• About accounts in Office
• Office for Mac payment error code 1303
• Manage your Microsoft 365 subscription purchased through a third party
• What happens if I add another Microsoft 365 for home subscription to my account?
• I realize I have 2 different accounts. How do I combine the 2? - Microsoft Q&A