I am trying to cancel a business subscription for my business that sold 3 years ago.

Question

Hello.

My company was sold over 3 years ago. We used a 3rd party email provider by the name of Rackspace. When we signed up with them years ago, we had to have a Microsoft license via them for our service. We cancelled our service with them in 2023, but the MS license was not cancelled. I can not get them to respond to me and I have not been successful in getting MS to stop charging my credit card for several years.

Please tell me what you need from me to get this cancelled. Our domain name with Rackspace was @theofficecity.com.

Please advise

Answer 1

Hi Jerry,

The Microsoft Support Billing Team is the appropriate department to help you verify your billing profile.

To help resolve this quickly and securely, I recommend contacting the Billing Team at your earliest convenience.

Pleaes reach out to Microsoft Support through the Microsoft 365 Admin Center so Microsoft can collect logs and investigate your issue if you still have access to your admin account. 

You can find the appropriate phone number using this link: Customer service phone numbers – Microsoft Support.

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.     

 To set up a new tenant, please follow these steps below:

 Visit  Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Billing Team on behalf of your previous tenant.      

 

Follow the guided setup process to create a new account for a new tenant.  

 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues

 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Billing Team.

For your security, please do not reply to this thread with this card information. The official support line is the only secure way to handle these details. 

 Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests    

 When you raise your ticket, having your order confirmation, purchase email, and any error messages handy will help them assist you faster. Please be ready to share: 

• The email address used for purchase 
• Any payment confirmation details 
• The user name 
• Transaction information such as the final four digits of the card number, the type of card used, the cardholder’s name, and the card’s expiration date. 

For your security, please do not reply to this thread with this card information.

 Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

 I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.