Microsoft 365 paid but still no access!!!???

Question

Subject: Microsoft 365 Family Renewal Paid but Subscription Shows Unpaid

Hello Microsoft Support,

I recently paid approximately $140 to renew my Microsoft 365 Family subscription. However, my Microsoft account still shows the bill as unpaid, and I currently do not have access to my Microsoft 365 benefits.

I have checked my payment method, and the charge appears to have been processed. Despite this, my subscription has not been renewed and access remains unavailable.

Could you please investigate this issue and verify whether my payment has been received and applied to the correct Microsoft account?

I can provide any additional information needed, including:

• Microsoft account email address: [moderator's note: PII removed]
• Date of payment: [moderator's note: PII removed]
• Amount charged: [moderator's note: PII removed]
• Order number (if available)
• Payment method used: [moderator's note: PII removed]

I would appreciate your assistance in restoring my Microsoft 365 Family subscription as soon as possible.

Best regards,

• [moderator's note: PII removed]

Copied from Microsoft Account page after login:

Answer 1

For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

---

Hi Reginald Lee,

I can understand how frustration when you’re dealing with this, especially after seeing the charge on your payment method while your Microsoft 365 Family subscription still shows as expired.

To help narrow this down, could you please confirm:

• Does the charge on your bank statement show as completed/posted or is it still pending?
• Was the renewal purchased directly from Microsoft or through a retailer or another provider?
• Can you see the purchase under your Microsoft account’s Order history?

In the meantime, please try the following:

• Sign in to Services & subscriptions using the Microsoft account associated with the subscription and check whether Microsoft 365 Family appears there.
• Check Order history for the renewal purchase and its current status.
• If you use more than one Microsoft account, repeat these checks with any other account that may have been used when making the payment.
• If the purchase was made through a third-party retailer, check the receipt for activation or redemption instructions and contact the retailer if necessary.
• If the charge is completed but no matching order appears or the order shows as completed while the subscription remains expired, please contact Microsoft Support and select the Microsoft 365 / Billing and subscriptions option. The billing team can securely review the transaction and determine whether it was applied to the correct account.

Please note that this is a user-to-user support forum. Forum members and moderators cannot access billing records, verify payments or restore subscriptions directly. I hope the payment can be located and the subscription status corrected soon. Thank you so much for your understanding. 

---

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.