Refund for a Subscription

For an Xbox subscription charge, only Microsoft Support can review the account and decide on a refund. The steps below get to a human agent and also stop future charges.

1. Check and cancel the subscription
   1. Go to the Subscriptions page: https://account.microsoft.com/services and sign in with the Microsoft account that was charged.
   2. Find the Xbox subscription that was billed on 05/02.
   3. Select Manage.
   4. Choose Cancel (or Upgrade or Cancel) and follow the prompts to turn off recurring billing and cancel.
2. Request a refund for the subscription Refunds are not automatic when cancelling; eligibility is checked after cancellation.
   1. After cancellation, follow the guidance in How to get a refund on a Microsoft subscription: https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472
   2. Use the self‑help tool there (select the appropriate subscription type) to submit a refund request.
3. If the charge is not recognized or looks wrong
   1. Go to the Manage your payments page from the article How to investigate a billing charge from Microsoft and verify the charge details.
   2. If it is unauthorized or duplicated, follow the investigation steps and then request a refund using the refund article above.
4. Contact Microsoft Support (to reach a person) If the online refund flow does not resolve it, use the Microsoft Support contact path described in the Q&A guidance:
   1. Go to https://support.microsoft.com/contactus
   2. Select Microsoft 365 (this is the entry point used in the guidance, but agents can route to billing/Xbox).
   3. Click Get Home Support.
   4. In the box, type billing and press Enter.
   5. On the next page, select Sign in to Contact Support.
   6. Navigate to Microsoft 365 and Office – Manage my Subscription.
   7. Choose Chat with support agent in web browser or the Call me back option if offered.
   Community users report that the Get Help → Call me back option allowed an agent to credit fraudulent or unwanted Xbox charges after confirming payment details and security steps.

If the subscription was purchased through a mobile app store (Google Play or Apple App Store), cancellation and refund must be requested from that store’s support, not Microsoft.

References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Cancel an order or pre-order from Microsoft Store
• Request refund - Microsoft Q&A
• My credit card is being used by an unknown person to buy Xbox pass. How do I cancel the monthly payment? - Microsoft Q&A
• refund please - Microsoft Q&A
• fraud charges on microsoft account - Microsoft Q&A
• Cancel my Microsoft monthly subscription - Microsoft Q&A