Trying to Find and Cancel a Microsoft 365 Subscription

To locate and cancel a Microsoft 365 subscription when the account email is unknown, use both self-service steps and direct Microsoft Support, focusing on billing information and the card being charged.

1. Check all possible Microsoft accounts for the subscription
   1. Go to the Services & subscriptions page: https://account.microsoft.com/services.
   2. Sign in with each Microsoft account that might have been used (different email addresses).
   3. Under Services & subscriptions, look for an active Microsoft 365 subscription.
   4. If found, select Manage next to the subscription. If Turn on recurring billing appears instead of Manage, the subscription is already set to expire and will not be charged again.
2. Cancel the subscription and trigger refund eligibility check
   Once the correct account is found:
   1. On the Manage page, select Cancel (or Upgrade or Cancel, depending on what is shown).
   2. Follow the on-screen steps to complete cancellation.
   3. If the subscription is a Microsoft 365 Basic, Personal, Family, or Premium plan purchased from Microsoft, cancellation is required first to check refund eligibility. See the guidance under Microsoft 365 in the refund article: How to get a refund on a Microsoft subscription.
3. If the subscription was purchased via Google Play or Apple App Store
   If investigation shows the charge came from an app store instead of Microsoft directly:
   • For Google Play purchases, follow Learn about Google Play refund policies.
   • For Apple App Store purchases, request a refund from Apple support.
4. Use Microsoft’s billing support when the account cannot be identified
   If none of the likely Microsoft accounts show the subscription, or if there are duplicate/unknown charges:
   • Use the billing investigation guidance: How to investigate a billing charge from Microsoft (linked from the Q&A context).
   • Then contact Microsoft Billing Support so an agent can look up the subscription using billing details (card, transaction info). From the Q&A guidance, go to the general support entry point: https://support.microsoft.com/contactus, select Microsoft 365, choose a billing-related category (for example, Billing and Payment updates), and use Chat with a support agent in your web browser.
   Community answers emphasize that billing issues and account lookups require direct Microsoft Support, since forums cannot access account or payment data.
5. If a duplicate or fraudulent charge is suspected
   If Microsoft Support cannot locate the transaction under any account, or confirms it is not associated with a valid subscription:
   • Contact the bank or card issuer to dispute the charge as unauthorized or fraudulent.
   • The bank may block the card and issue a new one to prevent further charges.
6. If a refund is needed after cancellation
   After cancellation, check refund eligibility using the Microsoft subscription refund guidance: How to get a refund on a Microsoft subscription.
   Note that not all cancellations result in a refund, and in some countries (such as Canada, Israel, Korea, Turkey, and certain EU countries for longer-term renewed subscriptions) prorated refunds may apply.

References:

• How to get a refund on a Microsoft subscription
• Cancel a Microsoft 365 subscription
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• Two accounts billed twice - Microsoft Q&A
• Double Billing for Microsoft Services - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Request refund - Microsoft Q&A