Subcription payment failed

Question

My subscription to Microsoft 365 failed and require to update another account. I can add another payment but unable to remove existing one.

Answer 1

Hello venkataramanan venkatachalam,

One possibility is that the old payment method is still linked to a failed or past-due Microsoft 365 subscription. This could prevent it from being removed until any outstanding balance is paid and another valid payment method is added.

Here are some suggestions you can try:

1. Sign in to Services & subscriptions using the Microsoft account that purchased Microsoft 365.
2. Find the affected subscription and select Pay now. Add the new payment method and use it to settle the outstanding balance.
3. If there is no Pay now option, select Manage > Change how you pay, then choose the new payment method or select Add a new way to pay.
4. After the payment is completed and the subscription uses the new method, open Payment options, select the old payment method, and choose Remove.

If it still cannot be removed, please contact Microsoft Support so the support team can review the account and determine whether a billing-related restriction may be preventing the payment method from being removed. Since this is a user-to-user support forum, we cannot access or review your account’s billing information.

Here's how to reach out to the Microsoft 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, then 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.

Tips:

• 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.
• If the support page directs you to the automated assistant, type “I need a live agent” in the chat.

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

Answer 2

Greetings!

This is Tin, I'll do my best to help. Are you getting any error message while trying to update your payment instrument? Have you tried to use other browser and check if the issue persists? Or how about clearing cache and cookies? To do that, please press CTRL +SHIFT +DEL then choose the Cache also Cookies, then hit Clear Now. If the issue persists, please try to use other device.

Please let me know how it goes.

Thanks,

Tin