Stop automatic credit card charge

Question

Stop automatic credit card charge

Al H 20

I am no longer using MS office/365 (on iMac, if that matters). I would like to cancel the subscription. Here is what I am running into:

I have 2 emails used for sign-in. A Gmail account and the one generated by MS.

When signed into Gmail, I enter the MS Authenticator number and access is allowed. However, I cannot see the subscription or the payment info.

When I use the MS email, I cannot access as I cannot add the MS email to authenticator.

Any advice is appreciated.

Thanks.

Al H 20 Reputation points

2026-07-21T19:32:34.75+00:00

Update. I managed to get the MS email on the authenticator app. However, the app is not receiving the code. Hmmm?

1 answer

Your answer

Al H 20 Reputation points

2026-07-21T19:32:34.75+00:00

Update. I managed to get the MS email on the authenticator app. However, the app is not receiving the code. Hmmm?

Answer 1

Xavier-D 12,605 Microsoft External Staff Moderator

Hello Al H

It appears the subscription may be linked to your Microsoft email account rather than the Gmail address, which would explain why no subscription or payment information appears when you sign in with Gmail.

Here are what you can try:

On the verification screen, select Sign in another way and use any available backup method, such as email, text message, or a recovery code.
In Microsoft Authenticator, open the Microsoft account entry and check whether it displays a six-digit rotating code. If the sign-in page requests a code, enter that code manually rather than waiting for a notification.
If a notification should appear, confirm that Authenticator notifications are enabled, the phone has an internet connection, its date and time are set automatically, and the app is updated. Switching between Wi-Fi and mobile data may also help.
Once signed in to the correct account, open Microsoft Services and subscriptions, locate Microsoft 365, and select Manage followed by Cancel subscription or Turn off recurring billing. If the page says Turn on recurring billing, renewal is already disabled.
If access still fails, use the https://aka.ms/sign-in-helper with the Microsoft email address.

Also check whether the subscription was purchased through Apple. If it was billed through the App Store, it must be cancelled under System Settings > Apple Account > Media & Purchases > Subscriptions, rather than through the Microsoft account.

I hope this can help you stop the renewal successfully and regain access to the correct account.

Feel free reply back to this post if you need further assistance, I'll be happy to help.

Xavier-D 12,605 Reputation points Microsoft External Staff Moderator

2026-07-23T00:05:27.17+00:00

Hi Al H

I’m following up to check on the status of this issue.

Have you had an opportunity to review the answer shared earlier?

Any update you can provide would be greatly appreciated.
Al H 20 Reputation points

2026-07-27T16:09:41.7466667+00:00
Thank you for your reply. Sorry for the delay. Summer visitors.

I have tried the items listed. No success. It's like the email address exists, but does not exist.

Re verification screen, I tried 'Sign in another way'. The only options link to Authenticator (approve request and use a code). When clicking the 'Approval', I get a code on PC; however, no way to enter in app.hod, such as email, text message, or a recovery code. When clicking 'use a code', there is no code in the app to enter. I do not see any other options for sign in. Note, when I go back, I see the MS email address showing that I am signed in. When I click on it, it is wanting veification.

Re six-digit rotating code. I do not see a code. There is an 8-digit code in the app for the other email associated with this account.

Confirmed Authenticator notifications are enabled. Turned off cell data, no change.

This is the problem. I cannot get past authentication. The other account associated gets a code and I can access. However, this account has no information in the subscription tab.

Re helper link. User name not found when MS email entered. Note, I normally use the Gmail address for sign in. When I type that in the helper, 'no problems found'.

Thanks again.
Al H 20 Reputation points

2026-07-27T16:10:49.5533333+00:00

I had trouble posting comment initially. I copied and pasted from Notes. Not sure why it pasted 3 times. Sorry.
Xavier-D 12,605 Reputation points Microsoft External Staff Moderator

2026-07-28T01:02:13.8966667+00:00
Hello Al H

Thank you for testing everything and explaining the results.

Since the Microsoft email address is not recognized by the sign-in helper and has no working verification method, this cannot be resolved through further Authenticator troubleshooting. The 8-digit code for the other account will not verify this one.

Please contact Microsoft support while signed in with the accessible Gmail-based Microsoft account:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.

Open a website link - Contact - Microsoft Support

In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below.

In this section, you will need to sign in to your Microsoft account.

Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm

You can select " Chat with a support agent in your web browser " to access the chat window.

You can ask the agent to identify the account connected to the charge and cancel the unwanted subscription.

I hope they can help you stop the unwanted renewal.
Al H 20 Reputation points

2026-07-28T16:32:21.9266667+00:00

Thanks for all your help. I appreciate it. I’ll try the contact option. Cheers