Billing charges

Question

We are being charged twice a month for Microsoft and would like to talk with an agent about this. Additionally, we would like to know which computers are on the account. Thank you.

Answer 1

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

Are both charges showing the same amount, or are they different?

Do you see one or multiple Microsoft subscriptions when you sign in to your Microsoft account subscription page here https://account.microsoft.com/services? To see devices associated with the account, check: https://account.microsoft.com/devices

Please let me know the answers to the two questions above, and I can help determine whether this is a duplicate subscription, a family plan, or charges from different Microsoft accounts.

Answer 2

To resolve double monthly charges and speak with an agent, use these steps:

1. Investigate the duplicate charges
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate for the payment method that is being charged. This helps identify:
     • Whether there are multiple subscriptions with recurring billing enabled.
     • Whether another family member or account is using the same card.
   • Guidance is in How to investigate a billing charge from Microsoft: use the troubleshooter there to see common causes such as recurring subscriptions, previously declined charges being retried, or in-app purchases.
2. Check for duplicate or closely timed subscription payments
   • Review the order history for the Microsoft account:
     • Look for multiple purchases for the same amount that appear close together.
     • If there are no duplicate charges in this order history, there may be another Microsoft account using the same card.
   • From Payment options, select Investigate to search for other accounts using the same card.
3. If there is a true duplicate charge for the same order
   • If charged more than once for the same order, have the Microsoft account and order number ready and contact Microsoft Store Support for billing assistance.
4. Talk with a Microsoft support agent about billing
   • For billing issues with Microsoft 365 or other subscriptions, contact Microsoft Support:
     • Go to the Microsoft Support contact page.
     • Choose the appropriate product (for example, Microsoft 365 and Office).
     • Under category, select a billing-related option (such as Billing and Payment updates).
     • Use Chat with a support agent in your web browser or request a call back, depending on availability.
   • For OneDrive or Microsoft account/subscription billing, you can also start from Account & Billing Help and then choose Contact Support.
5. Identifying which computers/devices are using the subscriptions
   • The public billing guidance focuses on charges and subscriptions rather than listing specific computers.
   • A support agent can review the subscriptions on the account and help correlate them with services in use (for example, Microsoft 365 installations, OneDrive, or other services) once signed in and verified.

If Microsoft Support and the internal investigation cannot locate one of the duplicate charges on any Microsoft account, the next step is to contact the bank or card issuer to dispute the charge as potentially fraudulent.

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References:

• How to investigate a billing charge from Microsoft
• I've been charged twice
• Cancel an order or pre-order from Microsoft Store
• OneDrive billing questions
• Get help with your Microsoft account
• Microsoft Store & billing help
• Double Billing for Microsoft Services - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• overcharged for microsoft 365 family classic - Microsoft Q&A