Extremely Frustrated

Question

Started a few months ago, renewed my basic subscription made a mistake and added a different email address [Moderator note: Personally Identifiable Information removed] instead of entering my email address of [Moderator note: Personally Identifiable Information removed]. I tried to contact support several times to no avail. I was charged 3 different times and I continue to get charged every couple of weeks. Cannot speak to anyone on the phone and was not able to get help. Very frustrating. Need someone to please fix this and contact me.

Today I purchased Business 365, so that I can use word, excel etc but cannot access. Never gave me a product pass key. Tried login in under both email addresses, it is telling me neither one exists. HELP!! Don't know why it is so hard to get help.

Answer 1

I need to speak to somebody about this. it is very frustrating that I cannot get this corrected. All I need is to make sure that the only email used is the email I have had for almost 4 years. Eliminate the other email, find out how many times you have charged me and how much so that I can compare them with my records and finally make sure that the subscription I purchase this morning is active and I can use.

Many of the things you require to process info/refunds is very tedious and not clear.

Answer 2

Hi Ricardo,

I’m sorry to hear about the trouble you’ve been experiencing. I understand how frustrating it must be to be charged multiple times, not be able to access the subscription you purchased, and have difficulty reaching someone for help. 

Before we go any further, I’d like to gently clarify that this is a user to user support forum. I’m not part of the Microsoft billing team, so I don’t have the ability to directly cancel subscriptions or intervene on billing matters. That said, I truly hope I can help review your situation, offer some guidance, and support you in finding the right next steps as best as possible.  

After reviewing your description, I understand that this issue involves both a Microsoft 365 Basic subscription that may have been renewed under the wrong email address, as well as a separate Microsoft 365 Business purchase that you are currently unable to access.  

To move this forward, I’d like to provide the following guidance: 

1/ For your Microsoft 365 Basic subscription 

1. Sign in to: https://account.microsoft.com/services with the Microsoft account that was used to purchase or renew the subscription. 
2. Check whether there is an active Microsoft 365 subscription listed there. 
3. If you see the subscription, select Manage and check whether recurring billing is turned on. You may be able to cancel or turn off recurring billing from there. 
4. Reference: How to get a refund on a Microsoft subscription | Microsoft Support 

If you are not sure which account is being charged, please check the email account where you received the Microsoft receipt or order confirmation. You may also want to review your bank or card statement for the charge details, as this may help Microsoft Support locate the correct order or subscription. 

For refund requests, duplicate charges, or other billing concerns, please contact Microsoft Support directly here: Contact - Microsoft Support 

• Enter a short description of the issue, such as “Microsoft 365 subscription charged multiple times and purchased under the wrong email address.”  
• After that, select Get Help, then Contact Support to reach Microsoft Support for billing assistance. 

2/ Regarding your Microsoft 365 Business purchase 

Microsoft 365 subscriptions are typically activated through the Microsoft account, work or school account, or business tenant used at the time of purchase. In many cases, a traditional product key or “product pass key” is not provided, as the license is associated directly with the account or tenant. 

Since both email addresses are showing as “does not exist” when you try to sign in, please review the invoice, receipt, or order confirmation for your Microsoft 365 Business purchase and confirm which email address received it. That information may help identify the account or business tenant associated with the purchase. 

Not receiving a confirmation email may suggest that the purchase was not completed successfully, or that the confirmation was sent to a different email address. 

Once you locate the invoice, receipt, or order confirmation email, please verify which account or email address was used for the purchase. Then, try signing in to the Microsoft 365 admin center with that account: 

• You can then try signing in to the Microsoft 365 admin center at with that account.  
• From there, please verify that the subscription is active and that the license has been assigned to your user account.  
• Once the license is assigned, you should be able to sign in at https://www.office.com to use Office online or download the desktop apps if your plan includes them. 

If you need assistance with billing issues related to your Microsoft 365 Business subscription, you may also be able to contact Microsoft Support by phone using the numbers listed here: Contact Microsoft customer support | Microsoft Support 

When contacting Microsoft Support, please have the following information ready: 

• The email address you intended to use 
• The email address that may have been entered by mistake 
• The date and amount of each charge 
• The Microsoft receipt or order confirmation, if available 
• The last four digits of the payment method, if requested by support 
• A short explanation that the subscription may have been purchased or renewed under the wrong email address 

I hope Microsoft Support can help locate the correct subscription, stop any unwanted recurring charges, and assist with access to your Microsoft 365 Business purchase as soon as possible. 

Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.   

Thank you again for your patience and understanding.   

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