Subscription Renewal Issue

Question

Hello Team,

I am trying to renew the subscription using Rupay. After entering the details, I am getting the OTP, but there is no input screen to enter the OTP, and I directly see the screen payment not done. Popups are enabled for account.microsoft.com.

Please help.

Thanks

Ashwani

Answer 1

Hi, Ashwani Kumar

This looks like the bank’s OTP verification page is failing to load or return correctly to the Microsoft checkout. Enabling pop-ups alone may not fix a blocked or incomplete payment redirect.

Here are some suggestions you can try:

Sign out of your Microsoft account, then retry the renewal in an Edge InPrivate or Chrome Incognito window. It is recommended that you temporarily disable ad blockers and tracking-protection extensions.

Check that your Microsoft account country is India and that the cardholder name, billing address, and phone number exactly match the bank’s records. A region mismatch can cause the payment to fail after verification.

Contact the bank and confirm that the RuPay card supports online, recurring, and international transactions, and that the payment is not being blocked.

If it still fails, remove and add the payment method again, or use another payment option shown at checkout. Otherwise, contact Microsoft Support and select Microsoft 365 and Office > Manage my subscription.

Please be advised 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.   

Thank you for your patience in reading, I hope this information has been helpful to you. 

---

If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment."    

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.