Overcharged twice

Question

I was charged $99 for two months but I had already cancelled my trial 365 personal subscription. My wife got 365 family so I didn't need personal

Answer 1

Hi, I'm John! I will help you with this.

Please sign in to your Microsoft account and review these pages:

• Services & subscriptions: https://account.microsoft.com/services see if there’s any active or new subscription

If there's nothing listed there, check order history:

• Please sign in to your Microsoft account’s billing page at https://account.microsoft.com/billing/orders
• Adjust the date range to include the purchase date.
• Then click “Show details” under each order to see what the charge is for.
• If it doesn’t look familiar, click “Order help” and then select “How to investigate a billing charge.” Follow the prompts to investigate the billing charges and find out more about them.

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If you don’t see anything unusual, to help narrow down the issue:

1. How did you get notified about the charge? (bank alert, email, etc.)
2. What exactly does the charge description say in your statement?
3. Do you have another Microsoft account (work, old email, family member) where your card might be added?

Answer 2

The most likely causes are either a second Microsoft 365 subscription still active on a different account/payment method, or the cancellation not completing in time before renewal.

Take these steps:

1. Verify the subscription status
   1. Go to https://account.microsoft.com/services and sign in with the Microsoft account used for the trial.
   2. Check if any Microsoft 365 Personal subscription shows as Active, Past due, or Recurring billing still on.
   3. If the subscription shows Turn on recurring billing, it is already set to expire and will not charge again.
2. Confirm the correct account and payment
   1. If no active subscription appears, sign out and sign back in with any other Microsoft accounts that might have been used.
   2. Use the Manage your payments page to investigate the charge and confirm which account and subscription it belongs to: https://go.microsoft.com/fwlink/?linkid=2246882.
3. Check who billed the subscription
   1. If the subscription was purchased through a third party (for example, Apple App Store, Google Play, Amazon, or a retailer), cancellation and refunds must be handled with them.
   2. For App Store or Play Store purchases, follow the guidance under Unable to cancel your Microsoft subscription to contact Apple or Google support.
4. Request a refund if eligible
   1. After confirming which subscription generated the charges, cancel it from https://account.microsoft.com/services by selecting Manage > Cancel (or Upgrade or Cancel) and following the instructions.
   2. Then use the Microsoft 365 refund flow to check eligibility and request a refund: https://go.microsoft.com/fwlink/?linkid=2330260.
   3. Note that not all cancellations result in a refund and eligibility depends on timing and local policy.
5. If the issue remains unresolved
   1. If the duplicate or unexpected charges cannot be identified or cancelled using the self-help tools, contact Microsoft Billing Support for direct assistance, as shown in the referenced Q&A guidance.
   2. If a second charge cannot be matched to any Microsoft account, contact the bank or card issuer to dispute the charge as potentially unauthorized.

Because the wife now has Microsoft 365 Family, ensure that the personal subscription is fully cancelled and that recurring billing is off, so that only the Family subscription continues to renew.

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References:

• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
• How to investigate a billing charge from Microsoft
• i have been charged twice - Microsoft Q&A
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Double Billing for Microsoft Services - Microsoft Q&A
• refund please - Microsoft Q&A