Paid for Microsoft 365 Personal yearly subscription but no license received / account still prompts to buy

Question

Hello Microsoft Support,

I recently purchased a new Microsoft 365 Personal yearly subscription. The payment has been successfully charged and appears on my bank statement, but I have not received a license key or any access to the subscription.

When I sign in to my Microsoft account (I only have one email address, which Microsoft recognizes), I am repeatedly told that I need to purchase a new package, even though one has already been bought and paid for. I cannot access the product I paid for.

I have already tried to resolve this through online customer support channels multiple times, but I only receive automated responses and keep getting redirected to different self-help pages. None of these have resolved the issue, and there has been no human interaction or effective assistance so far.

Could you please look into this charge, apply the license to my account, and grant me access to the subscription I have paid for?

Thank you for your help.

Answer 1

Can you share how you purchased your Microsoft subscription, meaning where did you purchase it from? Was it direct from Microsoft's online store or from a 3rd party website?

Did you have a subscription before? Meaning this is a renewal instead of a new install?

Warm Regards