Overcharged for one subscription

Question

Hello, I need help with a double charge on my Microsoft account.

On October 28, 2026, I was charged $179 for our Microsoft 365 subscription - payment no on our credit card. VT263010118155480000034. .On October 12 2026 I had already been charged $179 for the same Microsoft 365 subscription - credit card transaction no VT262870124005350000022 Both payments were made with my Visa ending in 5286..

Both these payments show up on our Microsoft account but I don't know how to cancel as there is no Purchases History showing and I'm not sure which subscription is currently active.

Could you please advise how to get a refund and at the same time update our account so I know which is the active subscription.

Answer 1

Hello Judy. Thanks for reaching out. My name is Diana. I'm an independent advisor and a Microsoft fan like you.

For your billing concern, I suggest reaching out directly to Microsoft Support, specifically the Accounts and Billing department, as they are best equipped with advanced tools to investigate and resolve this matter.

To do that, please refer to the steps below:

1. Go to this link: https://support.microsoft.com/contactus and sign in your Microsoft account
2. On the "Tell us your problem so we can get you the right help and support" - just type "Billing issue" then search
3. You will see Recommended Solution, just scroll down until you can see "Contact support"
4. Under "Tell us a little more about your problem", select "Microsoft 365 and Office"
5. For Category select > manage my subscription > then confirm
6. Select Chat with a support agent in your web browser
7. Confirm your account and you should be routed to Microsoft support representative who have the appropriate tools and resources to investigate further with the billing concern.

Answer 2

1. Check which Microsoft 365 subscription is active on the Services & subscriptions page: https://account.microsoft.com/services.
   • If the subscription shows Manage, Cancel, or Change payment, it is billed by Microsoft.
   • This page also shows the subscription status, expiry, and next billing date.
2. Review your order history for duplicate purchases and charges that appear close together.
   • If two charges of the same amount appear close together, compare them against the last few months of billing history.
   • A charge can appear duplicated when Microsoft retries a previously failed payment, so two payments may be close together even for the same subscription period.
3. If both charges appear in the Microsoft account, use the Payment options / Manage your payments area and select Investigate.
   • This is the supported path for unrecognized or duplicate billing charges.
   • If the charge is not recognized there, another Microsoft account in the household may be using the same card.
4. If the subscription was bought directly from Microsoft, billing changes are managed in the Microsoft account.
   • From the subscription page, the available options can include changing payment method, turning recurring billing on or off, renewing, cancelling, and checking the next billing date.
5. If the subscription was bought through a third party such as Apple, Google, or a retailer, billing and refunds must be handled with that provider directly. Microsoft cannot cancel, refund, or modify billing for those subscriptions.
6. For a refund request on a confirmed duplicate charge, contact Microsoft Support through Contact Support after checking the account pages above.
   • Enter the billing problem, then select Get Help.
   • If more help is needed, select Contact Support to reach the best support option.
7. If there is concern that the card details were compromised, contact the bank or payment provider immediately to prevent further charges.

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