How to fix Subscription active but account missing

Andrea 20 Reputation points
2026-07-07T18:33:53.67+00:00

Hello, I have an active annual Microsoft 365 Family subscription, paid via PayPal, with the next renewal in June.

Microsoft Online Safety confirmed that the original @live.com account identity no longer exists.

I am still being billed, so the subscription is active.

I need you to locate the subscription via PayPal, reassign it to a new Microsoft account, and reattach the existing OneDrive data associated with the subscription.

Please confirm that the OneDrive data is still retained before creating any new account or OneDrive.

I don't know what to do, my subscription was renew last month but still I have no acces to the e-mail associated at it.

Microsoft 365 and Office | Subscription, account, billing | Other | Windows
0 comments
Answer accepted by question author
EmilyS726 268.4K Reputation points Independent Advisor
2026-07-07T19:06:12.17+00:00

Hello,

This is a public forum, so for your privacy and security, we can’t help with billing issues here. Also, no one in this forum has access to your account or payment information.

To get help, open the "Get Help" app on your computer (just search for it in the Start menu). or go to https://support.microsoft.com/contactus, Type "Billing" and press Enter. On the next screen, click "Contact support" at the bottom of the page, then choose "Microsoft 365" > "Manage my subscription". You’ll then see the option to chat with a Microsoft support agent who has access to your account to help review the issue.

Was this answer helpful?

1 person found this answer helpful.

0 additional answers

Sort by: Oldest
Most helpful Newest Oldest

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.