Need help! I can't update my payment method for Microsoft 365

I was experiencing the same issue on 07/08/2025. I couldn’t update my payment method, and I kept getting an “info doesn’t match” error.

I spent hours trying to troubleshoot the issue (multiple browsers, multiple computers, multiple accounts, and contacting MS support — none of this worked).

I tried using Safari on my phone, and that worked. I found this tip on Reddit https://www.reddit.com/r/microsoft/comments/cvjzjj/comment/l77y1sh/?utm\_source=share&utm\_medium=mweb3x&utm\_name=mweb3xcss&utm\_term=1&utm\_content=share\_button

I can’t believe this issue has been occurring for this long, and it hasn’t been resolved.

Monday 23-06-2025

Hi Debbie.... I've had this same problem for over a month and got it fixed Sunday morning just after midnight via Chat.

I clicked on the email link 'Update payment method'.

Once you're logged into your account look for the 'Contact us' down at the very bottom to the right of the page. Real small letters.

Click on it. It will come up telling you to 'Sign in' again. Follow that prompt and sign in again.

Now you are on the 'Contact us' page.

This page has all the MS programs and says, 'select the product you need help with'.

They are all listed so click on the one you need. I needed to update payment method for MS 365.

When you click on a program, a pop-up box opens asking 'Get Home support' or 'Get Business support'. Click on whichever you have.

This takes you the 'We're here to help' page.

Type in the problem, 'Can't change payment method'. It'll come up because it's a common problem. Click on 'Get Help'.

Skip everything on this page and scroll down almost to the bottom to the 'Sign in to contact support' link.

This brings up another page 'Tell us a little more about your problem'.

Select the product with the issue. Mine is 365. Click on the problem program.

This brings up the 'Select your support category'. Click on 'Billing and payments updates'. click on 'Confirm'.

The next page that comes up says 'Coose a support option'. Click on Chat with a support agent in your browser'.

Next page is 'Confirm your email'. Enter your email. Click on 'Confirm'.

The next page will either automatically start the Chat. OR if the chat is closed it lists the Hours of operation.

Do not click on 'Call back' because in my exprience, they won't call back. Wait for Chat to open.

For me Chat was open on Sunday from 0001 to 1000. I connected online at 5 minutes after midnight; there were 22 waiting.

It only took about 20 minutes to get a chat started.

Soon as the chat opens, you have a chance to type out your issue before a support person logs on. Explain your problem in depth.

Then, VERY important - right click your mouse and copy what you just typed because there will be another chat prompt asking again what the problem is. Saves you from having re-think and re-type it.

Chat will ask some questions to prove who you are.

After about another 20 minutes on the chat, they decided they could see my issue but couldn't fix it and would have to move it up the chain to Tier 4 status.

Then they sent me a huge link to use for 4 things:

1. a screen shot(s) of the form with that red **** saying to verify the information or use another card.

This screen shot I had to do in 2 shots because my form wouldn't fit it all into one. They will ask you to mask or paint over your card number and CVC.

I did another attempt to change my card, just to have the most current attempt as possible

I just adjusted my screen shots so to eliminate this the card # and CVC # from being on the screen shot.

2. your name.
3. the last 4 digits of the card in question - make a Word or Note Pad with this info on it so it can be uploaded.
4. A screen shot of the time on your computer when the issue happens.

Open the link and upload the info. I can't remember the word(s) to send off the form. It will be obvious. They will tell you the next step.

Now, right after I sent my form off, I tried entering the card again.

Amazingly it went through. I don't if the chat did something or just a total fluke that it finally worked.

Please respond to whether this worked for you.

Good luck!

My subscription is going to be cancelled if I do not change my card

Please help