Subscribed to family, don't see it in my subscriptions

Question

I just subscribed to Microsoft Family, I don't see it in my subscriptions, and it's still asking for payment to fix my previous subscription. How do I fix this?

Answer 1

Hello Charlie Devereaux,

It seems the new Microsoft 365 Family purchase and the payment request for your previous subscription may be two different items. A new subscription does not normally settle or replace an outstanding balance on an older subscription.

First, open Services & subscriptions and sign in with the Microsoft account used when purchasing Microsoft 365 Family.

• If Family is listed as active, check the previous subscription separately to see whether it is marked past due.
• If Family is missing, locate the purchase receipt and confirm the Microsoft account and seller used for the order.
• If it was purchased through Apple, Google, or a retailer, billing must be handled through that provider. If Microsoft sold it directly, Microsoft Billing Support can review the transaction. https://support.microsoft.com/home/contact

Use the Microsoft Support contact page if the charge appears in your Microsoft order history but the subscription remains missing.

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Answer 2

1. Sign in to Services & subscriptions at https://account.microsoft.com/services and make sure the sign-in uses the Microsoft account that owns the new Microsoft 365 Family subscription. If the wrong account is signed in, the subscription may not appear.
2. On that page, check which subscription is listed as active.
   • If the new Family subscription is active, select Manage and verify the status.
   • If the old subscription shows past due, select Pay now only if that is the subscription that still needs payment.
3. If the new subscription was redeemed with a product key, confirm it was redeemed on the same Microsoft account that should own the Family subscription. If the wrong account was used, the subscription can appear missing from the expected account.
4. If family sharing is involved, open the sharing page and check whether the shared members are still listed. If needed, stop sharing and send a new invitation.
5. If the subscription still does not appear, check any other Microsoft accounts that might have been used. A subscription often appears missing because it is attached to a different account.
6. If the account shows renewal or payment notices in Office apps after purchase, check the renewal status online first. If the expiration date or active subscription status does not look right, contact Microsoft Support. For Microsoft 365 Family or Personal, support is available through https://support.microsoft.com/contactus/.

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References:

• Change your Microsoft subscription payment method and options
• Pay for a past-due Microsoft subscription
• Using a key code to extend my subscription - Microsoft Q&A
• I paid for family subscription but now cannot find it - Microsoft Q&A
• A subscription notice appears when I open a Microsoft 365 application