Payment issue

Question

My payment was made but you are still billing me and saying payment was not received

Answer 1

Do not pay again until you verify the transaction in the Microsoft account that owns the subscription and check whether it is recorded as Completed, Redeemed, or still In progress.

1. Verify the payment and subscription

1. Open Microsoft account order history and sign in with the personal Microsoft account used to purchase Microsoft 365.
2. Select Payment & billing > Order history, choose the appropriate date range, and open the Microsoft 365 transaction.
3. Check its status:
   • Completed or Redeemed: Microsoft has recorded the transaction.
   • In progress: the charge has not yet been posted to the payment method.
4. Save or print Order details so you have the order number, date, amount, and payment status for support.^1^
5. Go to Services & subscriptions using the same account. Confirm whether Microsoft 365 shows Active, the correct expiration date, or Past due. The dashboard also provides Billing history and subscription-management options.^2^

If the payment is Completed but that same subscription remains Past due, do not select Pay now again. This is a billing-account mismatch that Microsoft Support needs to reconcile.

2. Rule out another account or subscription

If the bank shows more than one charge:

• Compare the last few months of bank statements with Microsoft order history. A previously declined payment may be collected close to the next scheduled payment.
• If two matching purchases appear in order history, record both order numbers.
• If the bank shows multiple Microsoft charges but order history shows only one, go to the Microsoft account’s Payment options and select Investigate. Another Microsoft account—such as a family member’s account—may be using the same card.^3^
• Also check whether recurring billing is enabled or whether the charge belongs to another purchase. Microsoft lists recurring subscriptions, retried declined charges, and purchases made by family members among common explanations.^4^

A pending bank authorization is not necessarily a second completed payment. Compare the transaction status in both the bank statement and Microsoft order history before disputing it.

3. If the account is active but Office still displays the warning

When Services & subscriptions shows Microsoft 365 as active with the correct date:

1. Close all Office applications.
2. Open Word and sign out of Office.
3. Restart the computer—not merely shut it down.
4. Open Word and sign back in with the Microsoft account that owns the active subscription.

This refreshes the subscription recognized by the installed Office apps.^5^

4. Escalate a confirmed mismatch

Contact Microsoft Support if:

• Order history says Completed, but Services & subscriptions still says Past due;
• a genuine duplicate charge appears;
• the payment appears under one account but the subscription is attached to another; or
• the subscription remains inactive after signing back into Office.

Open Contact Microsoft Support, enter Microsoft 365 payment completed but subscription marked unpaid, select Get Help, and then Contact Support.^3^

Have these ready:

• Microsoft order number;
• payment date and amount;
• order-history status;
• subscription status;
• bank or card statement showing the transaction.

Redact the full card number and other sensitive financial information before uploading documents.

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References

1. [Work account](https://support.microsoft.com/accounts-billing/view-your-microsoft-store-order-history#view-work-account-order-details-in-microsoft-365-admin-center)
2. Use a screen reader to manage your account billing and subscriptions | Microsoft Support
3. I've been charged twice | Microsoft Support
4. How to investigate a billing charge from Microsoft | Microsoft Support
5. Support: Subscription Payment Went Through, but Device Shows Error With Payment - Microsoft Q&A