Two Accounts

Question

I got a new computer and was trying to log in and created another account and paid for it but I just purchased one in February. I only need one. How do I cancel and get a refund?

Answer 1

Hi,

It sounds like you may have purchased a second Microsoft 365 subscription under a different Microsoft account.

You will need to sign in to the Microsoft account that has the subscription you want to cancel and go to https://account.microsoft.com/services.

Locate the Microsoft 365 subscription, select Manage, then choose Cancel subscription and follow the prompts.

If you are unsure which account was charged, sign in to each Microsoft account and check the Services & subscriptions and Order History pages to identify the active subscription.

Refund eligibility is determined during the cancellation process. If a refund is available, the option will be presented to you. If you do not see a refund option, you may need to contact Microsoft Support:

Click this link: https://support.microsoft.com/contactus/

Sign in to your Microsoft account.

Select Microsoft 365 > Click 'Get home support'.

Type "Chat with an agent" from the text field and press Enter.

Click "Contact support" at the bottom.

Select the product you need help with.

Follow the prompts to connect with a live agent or request a call back.

Answer 2

To keep only one Microsoft 365 subscription and request a refund for the extra one, follow these steps:

1. Go to the Microsoft Services page: https://account.microsoft.com/services.
2. Sign in with each Microsoft account that might have a subscription (for example, the one used in February and the one created on the new computer).
3. For each account:
   1. Under Subscriptions, find the Microsoft 365 subscription.
   2. Select Manage.
   3. Select Cancel (or Upgrade or Cancel, depending on what is shown).
   4. Follow the on‑screen instructions to complete cancellation.

To keep only one subscription, cancel the one that was created by mistake (likely the newer one on the new computer) and leave the February subscription active.

Refund eligibility:

• For Microsoft 365, refund eligibility is checked during the cancellation process. Not all cancellations result in a refund.
• After cancelling, if the subscription is eligible, the refund will be processed according to the Microsoft Store Terms of Sale.
• If the subscription was purchased in a country that supports prorated refunds (such as Canada, Israel, Korea, Turkey, and some EU countries for certain subscription lengths), a partial refund may be available.

To check refund status after cancelling:

1. Go to the Order history page: https://account.microsoft.com/billing/orders.
2. Find the Microsoft 365 order; if a refund was issued, its status will be shown there.

If the extra subscription was purchased through Google Play or the Apple App Store instead of directly from Microsoft, contact their support to cancel and request a refund.

If there are still issues (for example, the subscriptions or charges cannot be identified), contact Microsoft Support and select a billing/subscription category so an agent can review the account and charges.

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References:

• How to get a refund on a Microsoft subscription
• Countries with prorated refunds for Microsoft subscriptions
• Check the status of your Microsoft Store return or refund
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• refund please - Microsoft Q&A
• I am paying for two subscriptions - Microsoft Q&A
• Double Billing for Microsoft Services - Microsoft Q&A
• Request refund - Microsoft Q&A