Incorrect billing

Question

Dear Microsoft Support,

I am contacting you regarding what appears to be an incorrect charge following my upgrade to Microsoft 365 Premium.

In September, I paid €99 for the annual subscription of my previous Microsoft 365 plan. On October 31, I upgraded to Microsoft 365 Premium, which has an annual price of €219.

However, I was charged the full €219 without any apparent adjustment or credit for the €99 annual subscription that I had already paid for in September.

In addition, my Microsoft account now shows that my next annual renewal will take place in May. This is also unclear to me, considering that I upgraded and was charged the full annual Premium subscription on October 31.

I would therefore appreciate a full review of my account and billing history. In particular, I would like clarification regarding:

• What happened to the €99 annual subscription paid in September;
• Why I was charged the full €219 when upgrading on October 31;
• Why my next renewal date is shown as May;
• Whether I am entitled to a refund or billing adjustment for the unused portion of my previous annual subscription.

At present, the amounts charged and the renewal date do not appear to be consistent with the payments I have already made.

Please review the situation and correct any billing errors or overcharges accordingly.

Thank you for your assistance.

Kind regards

Answer 1

Microsoft 365 upgrades are charged at the new plan’s full price; the unused time from the previous subscription is normally converted into additional time on the new plan rather than deducted from the purchase price, which may explain the May renewal date.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Switch between Microsoft 365 subscriptions")

Check how the upgrade was applied

1. Sign in to Services & subscriptions using the same Microsoft account used for both purchases: https://account.microsoft.com/services
2. Locate Microsoft 365 Premium and select Manage.
3. Record:
   • The next charge or expiration date
   • The amount of the next charge
   • Whether the previous subscription appears separately
   • Whether the page identifies Microsoft or another provider as the billing party

The next charge date is the date recurring billing is scheduled, while Expires on means that recurring billing is off.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "What happens when your Microsoft 365 subscription expires | Microsoft Support")

Why the renewal may be in May

When upgrading to a subscription with more features, Microsoft’s documented process is:

• The new subscription begins immediately and is charged at its purchase price.
• Remaining days from the previous plan are converted and added to the new subscription.
• The conversion is not necessarily day-for-day because it depends on the old and new plans.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Switch between Microsoft 365 subscriptions")

For example, the documented conversion to Premium is:

• Microsoft 365 Personal → Premium: 60% of remaining days
• Microsoft 365 Family → Premium: 78%
• Personal Classic → Premium: 42%
• Family Classic → Premium: 60%

Therefore, the €99 payment may have been represented by extra subscription time rather than a monetary credit. The exact conversion cannot be determined without knowing the previous plan and the year shown beside the May renewal date.

If the account shows May of the following year, compare the interval from October 31 with the applicable converted time. If the date does not match reasonably—or if the old subscription remains separately active—Microsoft Support must inspect the transaction history because this forum cannot access billing records.

Request an account-level billing review

For a direct Microsoft purchase:

1. Open Contact Microsoft Support: https://go.microsoft.com/fwlink/?linkid=2258619
2. Enter Microsoft 365 billing upgrade incorrect renewal date.
3. Select Get Help, then Contact Support.
4. Provide:
   • The September receipt for €99
   • The October 31 receipt for €219
   • The exact old plan name
   • A screenshot showing the May renewal date
   • Confirmation that both purchases used the same Microsoft account

Ask the agent to confirm:

• How many unused days remained on October 31
• Which conversion percentage was applied
• How many Premium days were added
• Whether two subscriptions were created instead of one upgraded subscription
• Whether a refund or manual billing correction is available

Refund considerations

For subscriptions purchased directly from Microsoft, refund eligibility depends on purchase timing, country, subscription type, and cancellation. Microsoft normally determines eligibility during the cancellation process. The documented policy generally permits a refund within 30 days of an initial purchase or for the most recent recurring charge when cancellation occurs within 30 days, subject to its stated limits.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

For Microsoft 365 Premium, prorated-refund availability varies by country:

• Certain listed countries permit cancellation for a prorated refund at any time.
• In other countries, the documented Premium prorated-refund window is generally 14 days from initial purchase.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

Do not cancel merely to investigate if Premium must remain active. Cancellation is the self-service route for checking automatic refund eligibility and can affect the subscription. Request the billing review first. If cancellation is appropriate, go to Services & subscriptions → Premium → Manage → Cancel; the cancellation flow displays whether a refund is available.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "How to get a refund on a Microsoft subscription | Microsoft Support")

If either purchase came from another seller

If the September or October subscription was purchased through Apple, Google, Amazon, or another retailer, that provider manages its billing and refunds; Microsoft cannot modify a third-party charge.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Where can I manage my Microsoft 365 subscription? | Microsoft Support") Check Manage on the subscriptions page to identify the billing provider, then submit the receipts to that provider.

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References

1. [Switch between Microsoft 365 subscriptions](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
2. [What happens when your Microsoft 365 subscription expires | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
3. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. [How to get a refund on a Microsoft subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
5. [Where can I manage my Microsoft 365 subscription? | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])