I accidentally signed up for 365 Premium twice

Question

Today, I wanted to upgrade from 365 Basic to Premium, so I could have Word locally on my PC. The screen locked when I clicked to pay, and I thought it didn't go through, as my account still showed Basic, even after I refreshed the screen, and then closed and reopened Edge. I went through the upgrade process again, and everything is working. However, checked my credit card, and I've been billed twice. How do I cancel ONLY ONE instance and get a refund, and keep the other? I have seen this question before, but the answers haven't worked.

Thank you

Answer 1

If you have paid for Microsoft 365 Premium twice, that has most likely pre-loaded your subscription for two years, log into your Microsoft account on this link and check the expiry date on your Microsoft subscription, does that indicate you have two years remaining on your subscription.

https://account.microsoft.com/services/

If that is what is indicated for your subscription, do not try to cancel the subscription, you may loose both subscriptions, this forum is just a user to user forum, no-one here has any account access, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

1. Go to https://account.microsoft.com/services and sign in with the Microsoft account used for the purchase.
2. Find the Microsoft 365 subscription that was charged twice and select Manage.
3. Select Cancel or Upgrade or Cancel for the extra subscription instance.
4. Follow the cancellation steps. During that flow, Microsoft shows whether that charge is eligible for a refund.

Important checks if the duplicate does not appear clearly:

• Check who sold the subscription. If one of the charges came from Google Play, Apple App Store, Amazon, or another retailer, cancellation and refund must be handled with that seller.
• Check all Microsoft accounts that might have been used. Duplicate charges often happen when more than one Microsoft account has an active subscription.
• If Turn on recurring billing appears instead of Manage or Cancel, that subscription is already set to expire and will not renew again.

Before cancelling, make sure the subscription being kept is the one currently active in the Office apps. Cancel only the extra one.

If the self-service cancellation flow does not resolve it, use Microsoft support:

• Go to Contact Microsoft Support
• Enter the billing problem and select Get Help
• If needed, select Contact Support for the best support option

Caution: cancelling a Microsoft 365 subscription can reduce storage benefits. If storage falls back to the free allowance and usage is above that limit, OneDrive uploads/sync and Outlook.com mail can be affected.

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