Cannot Identify Transactions

Question

Two transactions for annual subscriptions which do not relate to a known or recognisable Microsoft account.

1. Reference PII Charge date 18 September 2026 Amount NZD230.40
2. Reference PII Charge date 21 September 2025 Amount NZD189.60

The last four digits of my credit card are ….0383

Answer 1

Can you go to your account https://account.live.com Sign in and go to Services & Subscription, do you see anything that matches the charges? If not, click on Order history instead and anything?

Micosoft lists some other scenarios you can explore: https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you find the charges on YOUR account but you don't recognize making those purchase, for your privacy and security, billing matter cannot be discussed here, nor does anyone helping here have access to such data. You will need to contact support to get it handled. On your computer, launch the Get Help app from the start menu, then type in "Billing" as the keyword. On the next page, you can click on "Contact support" button. Then fill out a few more details and you will be directed to the page where you will have the option to chat with a live support agent.

If you cannot locate the charges on your Microsoft account at all, it's possible that your credit card has been compromised. This means unauthorized charges may have been made on someone else's Microsoft account using your credit card. In such a scenario, you should contact your credit card company to open a dispute case. Microsoft is unable to directly investigate issues related to someone else's account if you contact their Billing Support directly. However, once a dispute case is initiated by your credit card company, Microsoft can then respond specifically to those claims through the dispute process with the credit card company. This is the appropriate channel to resolve such issues, as it ensures proper verification and handling of the unauthorized charges.

Answer 2

The transactions are not in relation to this Microsoft account and so do not appear in the Payments section. That is why I’m making this enquiry

Answer 3

1. Sign in to the Manage your payments page of the Microsoft account dashboard and select Investigate for the unrecognized charge.
2. Check whether either charge is explained by one of these common causes:
   • a Microsoft subscription with recurring billing enabled
   • a purchase made by a family member or someone else with access to the card
   • a previously declined charge that was charged again
   • a pre-order or split order that shipped later
   • an in-app purchase from an app, game, or Office
3. If the charge still cannot be matched to a known Microsoft account, contact Microsoft Support:
   • Go to Contact Microsoft Support
   • Enter the problem and select Get Help
   • If needed, select Contact Support to reach the best support option
4. If there is concern that the card details were used without permission, contact the bank or card provider immediately to prevent more charges. Reporting only the charge does not prevent additional fraudulent charges.
5. Also review recent card activity for any other suspicious transactions, including very small test charges.

A bank charge by itself may not identify which Microsoft account owns the subscription. If the charge is tied to a different Microsoft account, it may not appear under the currently signed-in account.

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