Unknown Charge

Question

We have been getting charged all year, and we do not know what it is. It does not show up on our Microsoft account page, Xbox page, nothing. We really need help to get this cancelled.

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Answer 1

Hello Stefani Turza

I understand how concerning it is to see recurring charges without knowing which account or service they belong to.

Since AI has already provided several troubleshooting options for you. If you are still unable to cancel the unidentified charge, I suggest contacting Microsoft Support for further assistance.

Because AI fail to provide detail steps to contact, here is how you can reach support:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Manage my Subscription" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

If support cannot locate the charges, or if the payment card may have been used without permission, contact the bank or card issuer immediately to block further charges and discuss replacing the card.

I hope the source of these charges can be identified and stopped soon.

Have a nice day.

Answer 2

1. Go to the Manage your payments page in the Microsoft account dashboard and select Investigate. That is the primary Microsoft flow for unrecognized charges.
2. Check the most common causes Microsoft lists for charges that do not look familiar:
   • A subscription has recurring billing turned on.
   • A family member or someone known used the card.
   • A previously declined charge was retried.
   • A pre-order or split order shipped later.
   • An in-app purchase was made from an app, game, or Office.
3. If the charge does not appear on the current Microsoft account, check any other personal Microsoft accounts that may have been used. Microsoft specifically notes that the wrong Microsoft account is a common reason a charge is not found where expected.
4. If the charge is related to a subscription that was already canceled, check whether it was canceled more than 2 days before the billing date. If cancellation happened too close to renewal, the payment may still have been taken. Check the subscription end date in Services & subscriptions.
5. If the charge still cannot be identified, contact Microsoft Support through Contact Microsoft Support and choose Get Help, then Contact Support for the best support option.
6. If there is any chance the payment method was compromised, contact the bank or payment provider immediately and report the card as stolen or compromised to prevent additional charges. Simply disputing the charge does not stop future fraudulent charges.

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References:

• How to investigate a billing charge from Microsoft
• Unable to cancel your Microsoft subscription