Double billing

Question

I have an annual subscription to Microsoft 365 Personal that bills in May. On September 1, 2026, I had the same charge deducted on my Visa for the same amount as in May 2026. $108.51

In trying to research this, I see an old email address referenced in the latest payment. I haven't had that email address in years. I don't know if this adds to the confusion or not.

I only use 1 laptop, currently the HP listed under my devices.

Why am I getting billed twice/year for the annual Microsoft 365 Personal?

Answer 1

Dear Ann Thies,

If I understand correctly, your annual Microsoft 365 Personal subscription was charged in May and again in September, with the second charge linked to an old email address.

The most likely explanation is that a second subscription is still active under another Microsoft account; the number of devices you use does not affect the annual charge.

I recommend trying the steps below:

1. Sign in to your Microsoft order history with your current account and compare the May and September charges.
2. Sign out, then try signing in with the old email address (if possible). Check Services & subscriptions for another Microsoft 365 Personal subscription.
3. If the September charge is not shown under your current account, open Payment options and select Investigate to check whether another account is using the Visa card.
4. Once the extra subscription is identified, cancel it and check the refund option shown during cancellation.

You can find this official article helpful: I've been charged twice

If you cannot access the old account or identify the payment, please contact Microsoft Support for further assistance. Since this is a user-to-user forum, no one here can view the accounts, charges, or process a refund. We can only share suggestions based on our findings and personal experiences.

Here's how to reach out to the Support Team (live chat):

1.  Go to: https://support.microsoft.com/home/contact
2. In the search box, enter a short description of your issue. Choose "Get Help"
3. Scroll down and select Sign in to contact support (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

Tip: Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.

Hopefully your issue will be sorted out soon. Thank you so much for your patience!

Best regards.