cannot log on to change payment card

Question

My email is [Moderator note: Personally Identifiable Information removed] @gmail.com I am receiving payment requests as I have a new credit card but cannot log on to change my payment details.

The invoice no is [Moderator note: Personally Identifiable Information removed]  

Answer 1

Hi @Lionel Gossling,

Thank you for reaching out. To better understand your situation and point you in the right direction, could you please provide a little more information:

• Could you let me know why you're unable to sign in? For example, what portal or website are you trying to access when attempting to update the payment method?
• Are you receiving any specific error message, sign-in prompt, or account verification issue? If possible, please include a screenshot of what you're seeing, as that may help us better understand the situation.
• Also, based on the information you've provided, it appears that this invoice may be associated with a Microsoft business subscription. Do you happen to remember whether you previously purchased or started a trial of any Microsoft 365 Business subscription?
• Additionally, have you ever created or used a business account associated with an .onmicrosoft.com domain? If so, could you please share the email address with me?

Because these details may contain personal or account-related information, I would recommend sharing any sensitive information through Private Messages rather than posting it publicly. To access Private Messages, please click the banner shown in the image below:

In addition, I'd like to be transparent that this is a community-driven, user-to-user support forum. I'm not part of Microsoft's internal billing or privacy team, so I don't have the ability to access your account, recover access on your behalf, or make changes to your payment method.

That said, I'll do my best to help. Once I have a better understanding of your situation, I can try to reach out to the appropriate team internally to see whether any additional information is available regarding the invoice or subscription, and I'll gladly share any guidance that may help you move forward.

Thank you very much for your patience and cooperation. I look forward to your reply.

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