Recurring bill

Question

I canceled my subscription twice but it is still taking money

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

There are a few common reasons why charges can continue after canceling a Microsoft 365 subscription:

1. Cancellation was too close to the billing date
   Cancellations must be made more than 2 days before the billing date. If the subscription was canceled within 2 days of renewal, the current period may still be charged.
   • Go to Subscriptions at https://account.microsoft.com/services and check the subscription end date to confirm when billing should actually stop.
2. Recurring billing is still turned on (business subscriptions)
   For Microsoft 365 for business, turning off recurring billing is the safest way to stop future charges. Verify that recurring billing is off:
   1. Go to the Microsoft 365 admin center with an admin account.
   2. Go to Billing > Your products.
   3. Select the product.
   4. In Billing settings, select Edit recurring billing and set it to Off, then Save.
3. Canceled the wrong subscription or wrong account
   It is possible to have multiple Microsoft accounts or multiple subscriptions (for example, one personal and one business) using the same card.
   • Sign in to https://account.microsoft.com/services with every Microsoft account that might be using that payment method and check each Services & subscriptions list.
   • If there are multiple active subscriptions, cancel or turn off recurring billing on the ones not needed.
4. Multiple accounts using the same card (double billing)
   If the bank statement shows multiple payments but only one charge appears in the order history for the signed-in account, another Microsoft account may be using the same card.
   • Go to Payment options from the Microsoft account dashboard and select Investigate to search for other accounts using the card.
5. Prepaid vs recurring subscriptions
   If the subscription was prepaid with a product key, it normally just expires at the end of the term and does not auto‑renew unless recurring billing was explicitly turned on later. Confirm whether the subscription is prepaid or recurring in the subscription details.
6. Next steps to stop charges and seek a refund
   After confirming which subscription is still active:
   • Turn off recurring billing or cancel the subscription using the steps above or via https://account.microsoft.com/services.
   • If a charge occurred after cancellation or for a subscription that is not wanted, use the refund process described in How to get a refund on a Microsoft subscription.
   • If charges still cannot be matched to any Microsoft account, follow How to investigate a billing charge from Microsoft to identify the source, and then contact Microsoft Billing Support if needed.

If the subscription is a SaaS offer purchased through Azure Marketplace, also check the Azure portal:

1. Go to the Azure portal.
2. Search for SaaS > select SaaS under Services.
3. Select the subscription and verify Recurring billing is turned off.

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References:

• Unable to cancel your Microsoft subscription
• Change your Microsoft subscription payment method and options
• Renew or cancel your Microsoft 365 for business subscription
• Manage recurring billing in the Microsoft 365 admin center
• What happens to my data and access when my Microsoft 365 for business subscription ends?
• I've been charged twice
• SaaS subscription lifecycle management
• i have been charged twice - Microsoft Q&A
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