being billed for a 365 account that I can't use.

Question

I have a 365 acct for my laptop that is attached to a hotmail email acct. Microsoft locked that email a year ago and I have tried to recover it multiple times and have been unsuccessful. You have to log in to the acct to access help or to cancel both of which I cannot. I am logged in another email to ask this question. The billing is linked to my paypal so it just keeps billing it. I tried calling and it directs to help online, which I cannot access. I tried the chat bot and it just tells me to recover the email which I cannot. HELP!! They've taken over $100 dollars!! I have filed a report with paypal but they also say to contact the biller, which I cannot. What do I do?

Answer 1

Hi, I'm Bernard. I'm happy to help!

Unfortunately, the first option is to access the account to cancel the subscription:

Method 1. Recover a Microsoft account by resetting the password:

Go to this link: https://go.microsoft.com/fwlink/?linkid=2273955 and follow the prompts to reset the password.

For reference: https://support.microsoft.com/en-us/account-billing/reset-a-forgotten-microsoft-account-password-eff4f067-5042-c1a3-fe72-b04d60556c37

 

Method 2. If you cannot reset the password or are unable to verify the account, I recommend submitting a recovery form:

https://account.live.com/acsr

Please complete the form and expect a reply within a couple of days.

The second option is to contact your bank to block or remove the charges. If not, I recommend contacting Microsoft Accounts and Billing support by following the steps below:

Go to this link: https://support.microsoft.com/home/contact

In the search bar, type in your issue, then hit Enter.

Scroll down to the bottom and select the blue button "Contact Support"