Microsoft 365 Basic subscription cancelled after upgrading to 365 Personal then cancelling

Edwin 5 Reputation points
2026-07-08T16:19:41.75+00:00

I had a prepaid Microsoft 365 Basic annual subscription valid until December 2026. I upgraded to Microsoft 365 Personal, then cancelled it within the refund period and received a full refund. The refund also removed my original Basic subscription, even though it was already paid for. I'd like my original Microsoft 365 Basic subscription reinstated with its remaining prepaid term.

Microsoft 365 and Office | Other

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Edwin 5 Reputation points
2026-07-08T17:13:14.7466667+00:00

It's all sorted now. I was able to chat with someone from Microsoft about what had happened. Apparently when I signed up to 365 Personal it merged my 365 Basic subscription into it. So that when I cancelled my 365 Personal subscription it cancelled my 365 Basic subscription too. It kinda sucks though. Because I paid AU$29.99 + AU$159, but I was only refunded AU$159 and both subscriptions were cancelled.

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  1. Cesar Romero 0 Reputation points
    2026-07-27T22:21:26.9333333+00:00

    Refund of upgraded subscription also cancelled my original paid annual plan

    I need help resolving a billing issue with two linked Microsoft 365 subscriptions on my personal account.

    Timeline:

    • March 27, 2026 — I purchased Microsoft 365 Basic (annual subscription) for USD $19.99. Order number: 5027965089. Status: Completed, and the subscription was active and valid.
    • May 18, 2026 — I purchased Microsoft 365 Personal for USD $84.99. Order number: 4747015004. I later requested and received a refund for this purchase (Refunded USD $84.99).

    The problem: The refund for the Personal subscription (order 4747015004) also cancelled my original Basic subscription (order 5027965089), which had already been paid in full and should still be active. It appears the system treated the Personal purchase as an upgrade/replacement of my Basic plan rather than a separate, parallel subscription — so reversing the upgrade also reversed my original paid plan.

    What I'm requesting: I would like my Microsoft 365 Basic subscription (order 5027965089) reinstated at no additional cost, since it was already paid for and should not have been affected by the refund of a different, later purchase.

    I was unable to reach live chat support for billing issues (redirected to the community forum instead, and blocked from support.microsoft.com while signed into a work/school account). Has anyone experienced this same issue, or knows the correct escalation path to get a billing specialist to review this?

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