Fix Billing

Question

I got a message to renew because it wouldn't auto-renew; my debit card had expired, so I put my new card number on there and thought it took, but I kept on getting a renewal notice, and I would try to get a zero balance when I tried to pay. So I contacted Microsoft and chatted with a representative who said I owed $69.99, so I tried to pay again and got the zero owed again. So I called Microsoft Support and talked to a gentleman who said I didn't owe anything. It never cleared my bank account, and now one page says it's not due until 2027, and another says it's been canceled and it will be 99.99 to renew. I don't mind paying the 69.99, but I'm not paying the 99.99. I don't know what happened, but it looks like the left hand at Microsoft doesn't know what the right hand is doing.

Answer 1

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. 

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Hello Jay Archer

I understand why this is frustrating, especially after receiving different answers about whether anything is owed.

Your screenshots show conflicting subscription information: one page indicates that recurring billing is active at $69.99 per year with the next charge scheduled for 2027, while another page says the subscription has expired. Because this involves account-specific billing records and pricing, it will need to be reviewed directly by Microsoft Support.

When contacting Microsoft Support, please provide both screenshots, along with any order or billing history showing the $69.99 charge. Ask the representative to confirm:

• Whether the subscription is currently active
• Whether the $69.99 payment was successfully processed
• Why the account shows both a 2027 renewal date and an expired status
• Which renewal price applies before making another payment

You can contact Microsoft Support here:

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. 

I hope the support can reconcile the conflicting records and confirm the correct subscription status and price.

Have a nice day.