Duplicate payment

Question

I subscribed to Microsoft 365 yesterday & I notice that two full payments have been activated on my bank account. Both are identical. Obviously I should only be paying one subscription. Please advise me on a refund?

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

If you have been charged twice for the same subscription, the refund will be automatically initiated within a few days.

Before proceeding, ensure the second charge for the same subscription isn't from another Microsoft account or a family member's account. If the charge is from a different Microsoft account, visit the Services & Subscriptions page to cancel the subscription. After cancellation, you'll receive a confirmation email, and the refund will be automatically issued within 3-5 business days.

https://account.microsoft.com/services

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If the charge is from the same account and the refund is not issued automatically, please contact Microsoft Accounts and Billing support.

1. Go to this page: https://support.microsoft.com/en-us/home/contact
2. Type Talk to an agent then click Get Help.
3. At the bottom of the page click Contact Support. Sign in to your Microsoft account if needed. If you face the same issue with the affected account use a different account to contact Microsoft Support.
4. Select Other Products then Billing and Account Profile questions then Confirm.
5. Click Chat with a support agent in your web browser.

Answer 2

Duplicate payments often happen when:

1. A previous payment was late and Microsoft retried it, so the “catch‑up” payment and the new subscription payment appear close together.
2. Multiple subscription periods were purchased (for example, two years at once), which show as separate transactions.
3. More than one Microsoft account (for example, a family member’s) is using the same card.

To verify and request a refund:

1. Check for duplicate charges in the Microsoft order history:
   • Sign in and review recent orders: Review your order history.
   • Look for multiple purchases for the same amount and date range.
2. If only one charge appears there but two appear on the bank statement, investigate other accounts using the same card:
   • Go to the Microsoft account Payment options page and select Investigate to search for other accounts using the card. Go to payment options.
3. Once the duplicate subscription or charge is identified, cancel the extra subscription and request a refund:
   • Follow the steps in the refund article to cancel the subscription and check refund eligibility: How to get a refund on a Microsoft subscription.
4. If the duplicate charge cannot be identified or resolved using the self‑help steps, contact Microsoft Support for billing assistance using the “Contact Support” options described in the refund guidance.

If the subscription was purchased through a third party (such as Apple, Google Play, Amazon, or a retailer), contact that retailer directly, because Microsoft cannot cancel or refund subscriptions purchased through third parties.

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References:

• I've been charged twice
• How to get a refund on a Microsoft subscription
• Manage your Microsoft 365 subscription purchased through a third party
• refund please - Microsoft Q&A investigate only looked at the past 60 days. My charges were on Jan 14 and Jan15
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Double Billing for Microsoft Services - Microsoft Q&A