I tried to upgrade from a personal Microsoft 365 to a family account and now have 2 accounts.

A single Microsoft account can have only one active Microsoft 365 consumer subscription at a time. When a second subscription is added (for example, a Family subscription purchased via Amazon), it either:

• Extends the existing subscription if it is the same type, or
• Switches the subscription type on that Microsoft account if it is different.

If there are now “two accounts” causing problems, it usually means:

• The original Microsoft 365 Personal subscription is on one Microsoft account (email address), and
• The new Microsoft 365 Family subscription from Amazon was redeemed to a different Microsoft account.

To resolve this:

1. Identify which Microsoft account has which subscription
   1. Go to https://account.microsoft.com/services and sign in with the email address used for the original Personal subscription.
   2. Check which Microsoft 365 subscription is listed (Personal or Family) and its expiration date.
   3. Sign out, then sign in with the email address used when redeeming the Amazon Family subscription and check the subscription there.
2. Decide which Microsoft account to keep as the active Family subscription
   • Choose the Microsoft account that should own Microsoft 365 Family long term (for example, the one already used for OneDrive files and Office installs).
3. If the Amazon Family subscription is on the wrong Microsoft account
   • Contact Amazon support and request cancellation/refund of the Microsoft 365 Family subscription that was redeemed to the wrong account. A similar case was resolved by cancelling the Amazon subscription and refunding the last charge.
   • After Amazon confirms cancellation/refund, purchase or redeem Microsoft 365 Family again, this time making sure to redeem it while signed in to the correct Microsoft account at https://account.microsoft.com/services.
4. If both subscriptions are active on the same Microsoft account
   • A Microsoft account can only have one active Microsoft 365 subscription; adding another subscription of the same type extends time, and adding a different type usually switches plans.
   • If the wrong plan is active (for example, Personal instead of Family), use the guidance in “Switch between Microsoft 365 subscriptions” to switch to the desired plan.
5. If billing is duplicated (for example, charged by Amazon and by Microsoft)
   • Cancel one of the subscriptions with the billing provider that should not be charging (Amazon or Microsoft). A similar double-billing case was fixed by cancelling the Amazon subscription and getting a refund for their last charge.

If the wrong subscription type was applied or the wrong account was changed and self-service options do not fix it, contact Microsoft support from the account that should have the Family subscription and provide details of both subscriptions so they can correct the account and billing association.

References:

• What happens if I add another Microsoft 365 for home subscription to my account?
• How do I upgrade Office?
• Switch between Microsoft 365 subscriptions
• How can I upgrade from a Microsoft 365 Personal to Family subscription?
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A