Payment started another subscription not

Question

My subscription was starting to expire. I was trying to pay for my current subscription of Microsoft 365. But ended up creating a new subscription. I don't want two and I don't want to lose everything I have..

 

Is there a way to Transfer the recently purchased subscription to the subscription I've had for years.?

 

 On going subscription is under [[Moderator Note: Personal Info Removed] @yahoo.com].

 

New subscription is under [[Moderator Note: Personal Info Removed] @hotmail.com]

 

Also

When I call in the AI does not recognize my phone number, however I get codes at the same number.

<mod: PII removed>

 

Can I get some help with these?

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.  

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Hello Carol Duhaime

I understand you were trying to renew your existing Microsoft 365 subscription, but the payment created a new subscription under a different account instead.

Microsoft 365 subscriptions cannot be transferred from one Microsoft account to another. Because of that, the best approach is to cancel the newly purchased subscription on the wrong account and check whether it qualifies for a refund. After that, you can renew or re-subscribe using the original account where your existing Microsoft 365 data and services are already connected.

Refer to this site for how to cancel and get a refund: How to get a refund on a Microsoft subscription

Please make sure you are only cancelling the newly created subscription. Cancelling the account that currently holds your Microsoft 365 benefits may reduce OneDrive/Outlook storage and could affect syncing or email if the account is over the free storage limit.

For the phone number issue, since billing and account verification involve private account details, it would be best to contact Microsoft Support through the online support page instead of relying on the phone AI system. Here is how you can contact support:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

I hope this help. Feel free reply back to this post if you need further assitance, I'll be happy to help.