Two subscriptions

Question

Two subscriptions

Ruth Cusack 0

I only recently realized I have two subscriptions. One Microsoft basic 365 (which i have just cancelled) and also my microsoft 365 personal (attached to my Google play account). This should allow me continue my Hotmail account, but it keeps informing me I subscription is cancelled. I don't know how to rectify

John Jefferson Doyon 87,730 Reputation points Independent Advisor

2026-09-15T19:48:21.5066667+00:00
Hi, @Ruth Cusack

To help narrow this down:

Where was the Microsoft 365 Personal subscription purchased: Google Play, directly from Microsoft, or somewhere else?

When you sign in at https://account.microsoft.com/services with your Hotmail account, what subscription is shown there as active?

On your Android phone, which app is telling you the subscription is cancelled: Outlook or the Microsoft 365 app?

Cancelling Microsoft 365 Basic does not cancel your Hotmail account. The next step is to confirm which Microsoft account the active Personal subscription is linked to.

Click "Add comment" to let me know.

Thanks!

1 answer

Your answer

John Jefferson Doyon 87,730 Reputation points Independent Advisor

2026-09-15T19:48:21.5066667+00:00

Hi, @Ruth Cusack

To help narrow this down:

Where was the Microsoft 365 Personal subscription purchased: Google Play, directly from Microsoft, or somewhere else?

When you sign in at https://account.microsoft.com/services with your Hotmail account, what subscription is shown there as active?

On your Android phone, which app is telling you the subscription is cancelled: Outlook or the Microsoft 365 app?

Cancelling Microsoft 365 Basic does not cancel your Hotmail account. The next step is to confirm which Microsoft account the active Personal subscription is linked to.

Click "Add comment" to let me know.

Thanks!

Answer 1

Because the Microsoft 365 Personal subscription is attached to Google Play, it must be managed through Google Play, not through the Microsoft account subscription page.

What to check:

Sign in to the Microsoft subscriptions page with the same Microsoft account used for the subscription: https://account.microsoft.com/services
Look at the Microsoft 365 Personal entry:
- If it shows limited or missing management options, that indicates billing is handled by Google Play.
- If it shows Manage, Cancel, or Change payment, it is billed by Microsoft instead.
Since the Personal subscription was purchased through Google Play, verify in Google Play that the subscription is still active and billed there.
If the Basic subscription was the one just cancelled, the cancellation message may be referring to that cancelled plan, not the Google Play Personal plan.
Make sure the Microsoft account signed in to Hotmail/Outlook.com is the same Microsoft account that has the active Microsoft 365 Personal subscription.

Important details:

Microsoft cannot cancel, refund, or modify billing for subscriptions purchased through Google Play.
Subscriptions bought in mobile apps on Android are managed in Google Play.
If the subscription page shows Turn on recurring billing, that means the subscription is already set to expire on the shown date and no further cancellation action is required.
If cancelling a Microsoft 365 subscription, storage reverts to 5 GB for OneDrive and Outlook.com attachments, and Outlook.com storage reverts to 15 GB.

If the Google Play subscription is active but Hotmail still says the subscription is cancelled, use Microsoft support from the support flow in the subscription article.