Duplicate Billing

Question

Microsoft 365 Personal has billed me twice for my annual subscription. I would like a refund.

Answer 1

Hey there! Nice to meet you!

If you have been charged twice on the same subscription on your account, kindly reach out to Microsoft Billing Support for further assistance:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" or "Duplicate charge" > click "Get Help" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

In case the second transaction came from a different account, kindly follow the guide on the official Microsoft website first to investigate the details and locate the duplicate charge from Microsoft at this link:

https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you're able to find the second transaction and if this happens to be a forgotten subscription renewal, you can check if it is eligible for a refund through this link:

https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

If you are unable to find the second transaction in all of your accounts, you'll need to contact your financial institution/bank directly to dispute it, and they may process a refund, as this would be considered a fraudulent charge.

You may also need to have your card blocked and request a new one.

Thank you for your understanding! Please let me know if you need anything else.

Best regards,

Darhyl

Answer 2

To resolve duplicate billing for a Microsoft 365 Personal annual subscription and request a refund, follow these steps:

1. Check which account was billed
   • It is possible that the second charge is associated with a different Microsoft account.
   • Sign in to the Services & subscriptions page for each Microsoft account that might have been used:
     • Go to https://account.microsoft.com/services and sign in with one account at a time.
     • Look for Microsoft 365 Personal and note renewal dates and charges.
2. Investigate the duplicate charge
   • Use Microsoft’s billing investigation guidance to identify what the second payment was for and which account it is tied to:
     • Follow the steps in the article "How to investigate a billing charge from Microsoft" (see reference) to match the charge on the bank/credit card statement with an order in the Microsoft account.
3. Cancel the extra/duplicate subscription
   • Once the duplicate subscription is identified:
     1. Go to https://account.microsoft.com/services/microsoft365 and sign in with the Microsoft account that owns the extra subscription.
     2. Find the Microsoft 365 subscription and select Manage.
     3. On the next page, select Cancel (or Upgrade or Cancel, depending on what is shown).
     4. Follow the on-screen steps to complete cancellation.
   • If the subscription was purchased through a third party (for example, Apple App Store or Google Play), Microsoft cannot cancel or refund it. In that case, contact the retailer directly using their refund process.
4. Request a refund for the duplicate billing
   • After cancellation, check refund eligibility:
     • For Microsoft 365 subscriptions purchased directly from Microsoft, refund eligibility is determined after cancellation as described in "How to get a refund on a Microsoft subscription" (see reference).
     • In some countries (such as Canada, Israel, Korea, Turkey, and certain EU countries for specific subscription lengths), a prorated refund may be available after cancellation.
   • If the subscription was purchased from a third-party retailer (Amazon, Apple, Google Play, Best Buy, etc.), all refund requests must go to that retailer, because Microsoft did not receive the payment.
5. Contact Microsoft Support if the duplicate cannot be identified or refunded online
   • If the duplicate charge cannot be found under any Microsoft account, or if the refund cannot be completed using self-service steps:
     1. Go to the Microsoft Support contact page (see reference).
     2. Choose Microsoft 365/Office as the product.
     3. Select a billing-related category (for example, "Billing and Payment updates" or similar).
     4. Use the Chat with a support agent in your web browser option to provide details (dates, amounts, last 4 digits of the card) so support can locate the duplicate subscription and advise on refund options.
   • If Microsoft Support and the billing investigation cannot match the second charge to any Microsoft subscription, 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
• Manage your Microsoft 365 subscription purchased through a third party
• Cancel a Microsoft 365 subscription
• Cancel your Microsoft subscription
• Microsoft Store & billing help
• Double Billing for Microsoft Services - Microsoft Q&A
• Request a refund - Microsoft Q&A
• refund please - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Request refund - Microsoft Q&A