My subscription is not showing up in the system. I can't cancel it. Please cancel it. Money is being deducted every month.

Question

Hello, I need help with my subscription. I live in Turkey and I am being charged 209 TL every month for PC Game Pass. I can see the payments in my billing history, but the subscription does not appear in my Services & Subscriptions page. Because of this, I cannot cancel it myself. Please cancel this subscription for me.

Answer 1

I appreciate the response.

Just a gentle reminder that we are only Microsoft users like you here in the community. We are not Microsoft employees, and we do not have the tools to cancel your subscription or access any Microsoft System.

In this case, you will have to escalate this case to the right department, which is the Xbox Support: https://support.xbox.com/contact-us

If you and the Support Team are unable to find the subscription in all of your accounts, you'll need to contact your financial institution/bank directly to dispute it, and they may process a refund, as this would be considered a fraudulent charge.

You may also need to have your card blocked and request a new one.

Best regards,

Darhyl

Answer 2

Thank you for your answer. I checked everything you mentioned, and I don't have any other accounts. My order history shows that I'm being charged for this subscription every month. The email address is listed as my main account. But when I click the "Manage subscription" button, my subscription isn't showing up there. I suspect there's a system issue. Unfortunately, the customer support line in Türkiye is abysmal, and I can't get any help, so I'm posting here. If you can do it remotely, please cancel my PC Game Pass subscription. The account appears active in the Xbox app on my computer, but I can use the subscription, but I can't cancel it, and even then, I can't turn off the recurring payment. It won't let me delete my credit card from my payment methods. I don't know what to do.

Answer 3

Hey there! Nice to meet you!

Based on your description, the subscription is active on a different account.

Kindly confirm this by signing in to all of your Microsoft accounts in order to locate the charge on account.microsoft.com > Subscriptions > then locate the game pass.

If it doesn't show up, it may have been active on a family member or a friend who might have your payment card added/linked to their accounts. Please check their accounts' Subscriptions or Order History.

You may follow the guide through the official Microsoft website to investigate the charge from Microsoft through this link:

https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you're able to find the subscription, you can check if it is eligible for a refund through this link:

https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

You may also try contacting Microsoft Support for further assistance in tracking the subscription:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" > Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

Phone Support: https://support.microsoft.com/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

Thank you for your kindness and understanding! Please let me know if you need anything else.

Best regards,

Darhyl