Unable to cancel a zombie subscription - terrible customer service and experience

Question

Unable to cancel a zombie subscription - terrible customer service and experience

Nick Straley 0

Hello - I am posting here for help on how to get access to a bill I am receiving. I have attempted to make help tickets and they get closed or the agent points me to some area that doesnt help. The phone numbers are robots that hang up on me. I am getting an email that is some charge and to view the invoice you have to log in. When I enter the email that received the invoice, it reads that email account does not exist. When I call, the robot wants to know what product I need help with, but I dont know. When I make up a product, it advises to log in first, but I cant. The chat agents say to go to another portal but I have to log in first.......this is criminal.

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Answer 1

Stefan Blom 347.5K MVP Volunteer Moderator

Your Microsoft account should show you any active subscriptions. If this is a business subscription, go to https://admin.microsoft.com . (For a personal subscription, go to https://account.microsoft.com/services .)

Note that if you didn't at some point submit your credit card info to Microsoft, your credit card may be compromised, and in that case, you should contact your bank as well.

See also https://support.microsoft.com/en-us/accounts-billing/how-to-investigate-a-billing-charge-from-microsoft .

Nick Straley 0 Reputation points

2026-07-22T23:16:35.06+00:00

Hello Stefan - Thank you for taking the time to provide some helpful guidance. First on the compromised angle, this is not the case. The charges are linked to a business credit card and the microsoft bill is relatively small, so this is clearly an active subscription. On the login, using the email the invoice was sent to does not work. If I try a personal subscription, those do not have any active subscriptions. So technically, unable to determine the login that the subscription is tied to. Only have invoice number, amount and email. Any help would be great/appreciated.
Stefan Blom 347.5K Reputation points MVP Volunteer Moderator

2026-07-23T23:51:39.1533333+00:00

Hello Stefan - Thank you for taking the time to provide some helpful guidance. First on the compromised angle, this is not the case. The charges are linked to a business credit card and the microsoft bill is relatively small, so this is clearly an active subscription. On the login, using the email the invoice was sent to does not work. If I try a personal subscription, those do not have any active subscriptions. So technically, unable to determine the login that the subscription is tied to. Only have invoice number, amount and email. Any help would be great/appreciated.

Thanks for the follow-up. Since the charges are to the business, you should be able to contact business phone support. Forum contributors do not have access to accounts, so this will require that you get in touch with Microsoft support directly. The challenge is, obviously, to figure out which Microsoft account this is. Typically, business accounts have names such as @NameOfYourBusiness.onmicrosoft.com.
Nick Straley 0 Reputation points

2026-07-24T16:24:02.8366667+00:00

Thanks Stefan. Attempts to call business support result in a robot that will not connect me with a human and ultimately hangs up after numerous attempts to circumvent it. The 'nameofyourbusiness' attempts are not successful and the name on the invoice has spaces and ampersand included which are not usable in the email name, resulting in random guesses.
Stefan Blom 347.5K Reputation points MVP Volunteer Moderator

2026-07-24T18:39:54.54+00:00

I can imagine that this is a very frustrating situation. :-(

I don't know why business phone support fails to work. Are you sure that there is no possibility to stay on the line, bypassing all automated prompts, and finally get a human response? You probably have to do that during business hours in your region, though. I don't think there is human support 24 hours a day.

As I'm sure you understand, NameOfYourBusiness was just an example. Is there a chance you can figure out a name that you may have specified during the initial setup?

There is a chance that something has gone wrong, somewhere, and you are being billed for something that isn't your order at all. I believe all you can do in that case is to contact your bank and instruct them to stop the payments.

There have been some reports here in Q&A that people may have to start a trial subscription just to get in touch with the correct business support.