Paid a subscription twice

Question

In upgrading from 365 personal to 365 family i have managed to pay twice on two different cards

Answer 1

If you were charged for the Personal and Family subscriptions separately, when you switch from the Personal subscription to the Family version, you are charged for a full new subscription, and the remaining time on the Personal subscription is converted to the Family subscription on a 92% percentage basis.

Or were you charged twice for the new Family subscription?

Log into your Microsoft account (https://account.microsoft.com/services/) and check the expiry data on your new Family subscription, does that now indicate your subscription will expire in 2027 or 2028?

If the expiry date is listed as 2028 and you did pay for the new Family subscription twice, if you cancel the subscription, you may loose one year of the subscription, this forum is just a user to user forum, no-one here has any account access, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

This can happen when switching to a Microsoft 365 plan with more features and also having another renewal or purchase processed close together.

What is supported:

1. A Microsoft account can have only one active Microsoft 365 subscription for home use.
2. If another subscription is added to the same account, it normally extends the subscription time rather than increasing benefits.
3. When switching to a subscription with more features, the new subscription is bought first, and the remaining days on the current subscription are automatically converted and added to the new one.
4. If charges appear twice, common causes include:
   • a previously declined payment being charged again
   • multiple subscription purchases
   • multiple Microsoft accounts using the same card

Recommended checks:

1. Review the Microsoft account order history and look for multiple purchases for the same amount close together.
2. Go to Microsoft account Payment options and select Investigate to check whether another Microsoft account is using one of the cards.
3. Check Services & subscriptions to confirm which subscription is active.
4. If the duplicate charge is confirmed and not explained by the upgrade conversion, contact Microsoft Support through Contact Support for billing help.

If the subscription was purchased through a third-party billing partner such as Apple App Store, Google Play, or certain retail partners, subscription changes and billing management must be handled through that partner.

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