charged twice

Question

I need a credit for a double charge on a 365 subscription. how do I get it?

Answer 1

Hello,

This is a public forum, so for your privacy and security, we can’t help with billing issues here. Also, no one in this forum has access to your account or payment information.

To get help, open the "Get Help" app on your computer (just search for it in the Start menu). or go to https://support.microsoft.com/contactus, Type "Billing" and press Enter. On the next screen, click "Contact support" at the bottom of the page, then choose "Microsoft 365" > "Manage my subscription". You’ll then see the option to chat with a Microsoft support agent who has access to your account to help review the issue.

Answer 2

To get a credit for a double charge on a Microsoft 365 subscription, follow these steps:

1. Confirm it is really a duplicate charge
   • Sign in and review recent orders and subscriptions to see if there are multiple Microsoft 365 subscriptions or closely timed payments.
   • Use the guidance in How to investigate a billing charge from Microsoft to identify whether the second charge is from another subscription, another Microsoft account, or a retried payment. Go to the Manage your payments page and select Investigate for the card used.
2. Cancel any duplicate/extra subscription
   • For Microsoft 365 Basic, Personal, Family, or Premium purchased from Microsoft:
     1. Go to https://account.microsoft.com/services/microsoft365 and sign in with the account that was charged.
     2. Find the Microsoft 365 subscription that should not be active and select Manage.
     3. Select Cancel (or Upgrade or Cancel) and follow the on-screen steps.
   • If the subscription was purchased via Google Play or Apple App Store, contact their support for cancellation and refund instead.
3. Check refund eligibility
   • After cancellation, refund eligibility is determined by Microsoft’s subscription refund policy. For Microsoft 365, cancellation is required first to check eligibility.
   • In some countries (for example Canada, Israel, Korea, Turkey, and certain longer-term subscriptions in Denmark, Finland, Germany, Netherlands, Poland, and Portugal), prorated refunds may apply after cancellation.
4. Request help from Microsoft Support if needed
   • If the duplicate charge does not clearly appear in order history, or if the self-service refund does not cover the second charge, contact Microsoft Billing Support so they can securely review the account and charges.
   • If there is a duplicate charge for the same order and it cannot be resolved via self-service, contact Microsoft Store Support with the Microsoft account and order number.

If, after using the investigation steps, the second charge does not appear under any Microsoft account, contact the bank or card issuer to dispute the charge as potentially fraudulent.

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References:

• How to get a refund on a Microsoft subscription
• How to investigate a billing charge from Microsoft
• I've been charged twice
• Cancel an order or pre-order from Microsoft Store
• How and when to request a credit from Microsoft
• i have been charged twice - Microsoft Q&A
• Double Billing for Microsoft Services - Microsoft Q&A
• refund please - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A