subscription double charge

Question

I paid subscription charges in July and was charged again for the same subscription in August. How do I get this rectified?

Answer 1

Hi, @Roger Evans

Since this issue involves a payment and a possible duplicate charge, it will need to be handled directly by Microsoft Billing Support, as only they can access billing records and process refunds:

• Here is the link: https://support.microsoft.com/home/contact
• Type this keyword and press Enter: Contact Support.
• At the bottom, click "Sign in to contact support" and sign in with your Personal Microsoft account (Not work or school account), or click "Contact Support" if you're already signed in.
• In Product and services, select "Microsoft 365 and Office".
• In Category, select "Manage my subscription".
• Click "Chat with a support agent in your web browser".

If you ever find yourself stuck in a loop, please use the keywords "Contact Support" or "Live Chat" (without the quotes) and click "Contact Support" at the bottom.

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Thanks!

Answer 2

Possible causes for a charge in July and another in August for what seems like the same subscription are:

1. It may not be a duplicate charge. If a payment was previously delayed because of insufficient funds, Microsoft may retry the earlier payment, and that retry can appear close to the next regular payment.
2. Recurring billing may be enabled. An expected renewal can look like a second charge.
3. Another Microsoft account may be using the same payment method.
4. For Microsoft 365 for business products, two invoices in one month can happen at renewal because one invoice covers the previous term and another covers the upcoming term. Changes such as adding licenses can also generate another invoice the next day.

To rectify it:

1. Review order history and look for multiple purchases for the same amount close together: Review your order history
2. If only one charge appears in order history, check whether another account is using the same card from Payment options and select Investigate: Go to payment options
3. If the charge is unfamiliar, use the billing investigation flow on the Microsoft account dashboard and select Investigate on Manage your payments.
4. If the subscription was purchased through Google Play or the Apple App Store, cancellation or refund must be requested from that store’s support.
5. If it is a true duplicate charge for the same order, contact Microsoft Store Support with the Microsoft account and order number available.

If recurring billing is the issue and cancellation is needed, go to https://account.microsoft.com/services, find the subscription, select Manage, then Cancel. If Turn on recurring billing appears instead of Manage, the subscription is already set to expire and there will be no automatic future charge after the shown date.

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