Billing email doesn't match my account activity — can't reach billing support or load the payment page

Question

I received an email from Microsoft stating that my subscription payment was rejected because the bank account tied to my old card was cancelled (which is true — I closed that account last month and updated my payment method on my Microsoft account last month).

However, checking my bank statement, Microsoft actually charged the correct, updated card successfully last month. So the "payment rejected" claim in the email doesn't match what my bank shows.

Additional issues:

• The links in that email don't open, or redirect to GoDaddy. I called GoDaddy directly; they have no record of this subscription or issue.
• I can no longer log in to the Microsoft page where I used to manage my card payment methods.
• account.microsoft.com/billing/payments will not load in my browser (tried normally, no luck yet with incognito/different browser).
• All Microsoft phone support lines I've found are fully automated — I haven't been able to reach a live agent by phone.

Given the mismatch between the email and my actual bank statement, plus the broken/redirecting links, I suspect this may be a phishing email rather than a genuine billing notice. I have not clicked any links in it and have reported it to reportphish@microsoft.com.

What I'm trying to confirm:

1. Is there an actual past-due or failed payment on my account, or is this email unrelated to my real account status?
2. Why won't the billing/payments page load for me?
3. Is there a way to reach a live support agent (chat or callback) given the automated phone lines?

Account region: France. Any pointers to the right support path or confirmation this is a known phishing pattern would be appreciated.I received an email from Microsoft stating that my subscription payment was rejected because the bank account tied to my old card was cancelled (which is true — I closed that account and updated my payment method on my Microsoft account last month).

Answer 1

Hi, Manuel Carmona

The GoDaddy redirect and mismatch with the successful bank charge are suspicious, and payment-failure phishing emails are a recognized risk. Here are some suggestions you can try:

Do not use any link in the email. Sign in directly to Services and subscriptions with the Microsoft account that owns the subscription. If there is a genuine balance, the subscription should show Past due or Pay now.

Check Microsoft order history and compare the amount and date with the charge on the updated card. A previously declined payment can sometimes be charged again later, so the bank charge alone does not identify which billing attempt it covered.

If the payment page still will not load, sign out of all Microsoft accounts, clear cookies for account.microsoft.com, then try a private window, another browser/device, and a different network. Also make sure you are signing in with the correct personal Microsoft account.

For a billing agent, contact Microsoft Support. Enter Microsoft 365 billing, select Get Help, then Contact Support. Depending on availability, it may offer browser chat or a callback.

Reporting the message without selecting its links was the right precaution.

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. 

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