Double billing

Question

Double billing

Carmen Leannah 20

I have two accounts (my late husband's and another one I somehow got while trying to update his info to reflect MY name, address, and credit card) ... thus, ending up paying on both of them for my M-365, while simply attempting to keep my Microsoft account. Here is the problem:

Everything was fine, the account was paid on a yearly basis for many years, until I moved to a new home in March 2026, and your system refused to accept my new address, which meant I couldn't use my credit card or checking account, which ultimately caused my account to be overdue.

It ended up, I had had several agents help me get things resolved (somehow, WITHOUT the address change!). So, I paid a total of $108.24 on 7/11/2026 and verything was fine for a week; however, when my computer (which apparently recognizes ONLY my previous "old" account) updated recently, it wouldn't allow me to sign back in right away, giving me a pop-up window, telling me that my account had been suspended because it was overdue! Then, magically, it let me back in, and I immediately went into your system to see what was going on, and discovered that your system was FINALLY allowing me to change my address on both accounts!

Because my computer apparently sees only on the "old"/previous account, I went ahead and paid the $129.99 it was demanding (even though I had been paying only $99/yearly for many years and had NOT asked for any upgrade because I live alone and own only ONE computer and ONE iPad, and don't have any others to add).

My dilemma is - I need the "newer" account deleted because that is what my system apparently recognizes. I like the fact that I only pay $108.24 on the new one, and really don't wish to continue to pay $129.99/year, and so I need someone to help me figure out how to do this so we can rectify my problem. Please have someone contact me ASAP via the phone number in my account.

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Answer accepted by question author

Norah-L 10,660 Microsoft External Staff Moderator

Hello Carmen Leannah,

From what you described, it sounds like two separate Microsoft accounts now have active Microsoft 365 subscriptions, and the Office apps are still signed in with the older account. Deleting either account immediately could also affect its OneDrive files, email, and purchases, so the extra subscription should be identified first.

I recommend trying the steps below:

Sign in to Services & subscriptions with each account separately. Note which account shows the $108.24 payment, and which shows the $129.99 payment.
On the account with the subscription you do not want, select Manage > Cancel (or Upgrade or Cancel). The cancellation process will automatically show whether the recent charge qualifies for a refund. Do not close either Microsoft account until you have checked which one contains your OneDrive files and Office documents.

Because this involves two accounts, duplicate subscription charges, and your late husband’s account, I also recommend contacting Microsoft Support again so they can review both subscriptions and help cancel the correct one. Since this is a user-to-user community forum, we can only offer guidance based on available information and personal experience; we cannot review the charges, access your accounts, or contact you using the phone number stored there.

Hopefully your issue will be sorted out soon. Feel free to post back if you need more clarification!

Best regards.

Carmen Leannah 20 Reputation points

2026-07-30T22:03:05.5166667+00:00

I must be doing something wrong because I just submitted a request (see below) for someone to call me and talk me through this "two-account" mistake I have been dealing with, and immediately received an email asking me if this "resolved my issue." Please have someone call me, because I cannot even get into my original account (which I want to keep) to check it out, and then delete my newer account. I can't do this without someone talking me through it.
Norah-L 10,660 Reputation points Microsoft External Staff Moderator

2026-08-02T23:53:32.1433333+00:00

Dear Carmen,

I understand that you need a live person to guide you through the two accounts and review the two payments with you.

You mentioned “see below,” but I cannot see any screenshot or image attached to your post.

Please also check the sender and subject of the email asking whether your issue was resolved. It may be an automatic follow-up about this community question rather than confirmation that a Microsoft Support callback was scheduled. A genuine support message would normally refer to the support request or case you submitted.

Please have someone call me, because I cannot even get into my original account (which I want to keep) to check it out, and then delete my newer account. I can't do this without someone talking me through it.

If you cannot access the original account, you can try signing in with another personal Microsoft account and explain that you need help recovering the original account, cancelling the newer subscription, and reviewing the $129.99 and $108.24 payments. This is a user-to-user forum, so moderators and contributors, including external Microsoft employees, cannot access your accounts, review the payments, arrange a refund, or request a phone call on your behalf.

3 additional answers

Your answer

Carmen Leannah 20 Reputation points

2026-07-30T22:03:05.5166667+00:00

I must be doing something wrong because I just submitted a request (see below) for someone to call me and talk me through this "two-account" mistake I have been dealing with, and immediately received an email asking me if this "resolved my issue." Please have someone call me, because I cannot even get into my original account (which I want to keep) to check it out, and then delete my newer account. I can't do this without someone talking me through it.
Norah-L 10,660 Reputation points Microsoft External Staff Moderator

2026-08-02T23:53:32.1433333+00:00

Dear Carmen,

I understand that you need a live person to guide you through the two accounts and review the two payments with you.

You mentioned “see below,” but I cannot see any screenshot or image attached to your post.

Please also check the sender and subject of the email asking whether your issue was resolved. It may be an automatic follow-up about this community question rather than confirmation that a Microsoft Support callback was scheduled. A genuine support message would normally refer to the support request or case you submitted.

Please have someone call me, because I cannot even get into my original account (which I want to keep) to check it out, and then delete my newer account. I can't do this without someone talking me through it.

If you cannot access the original account, you can try signing in with another personal Microsoft account and explain that you need help recovering the original account, cancelling the newer subscription, and reviewing the $129.99 and $108.24 payments. This is a user-to-user forum, so moderators and contributors, including external Microsoft employees, cannot access your accounts, review the payments, arrange a refund, or request a phone call on your behalf.

Answer 1

Carmen Leannah 20

Please see my previous correspondence and your response, which did not resolve my issues, as I really need to speak with a live person to help me get out of my predicament so that I can get the overpayment of my money back for my one and only computer that uses Miscrosoft 365.

I don’t know how else to say this except that I have been unable to get into my original account (which I want to keep) and to delete the newer one, to get this issue resolved, but I will need a live person to talk me through it because nothing I’ve tried has worked. I have paid Microsoft twice over the last two weeks – $129.99, plus $108.24 - and I don't know what else to do since I can’t seem to get anyone from Microsoft to call me, am not getting anywhere via email communication. Please have someone call me as soon as possible.

Norah-L 10,660 Reputation points Microsoft External Staff Moderator

2026-08-03T00:08:26.06+00:00
Carmen Leannah,

I’m very sorry that the earlier steps did not address your concerns. Since you cannot sign in to the original account, you can use another personal Microsoft account to contact Support.

You can try to reach the Support Team following these steps:

Go to: https://support.microsoft.com/home/contact

In the search box, enter a short description of your issue.

Hit "Get Help"

Scroll down and select Sign in to contact support for further assistance (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

Tip: Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.

I’m truly sorry for how frustrating and exhausting this has been. Thank you so much for your patience, Carmen!

Best regards.

Answer 2

Carmen Leannah 20

Please see my previous correspondence and your response, which did not resolve my issues, as I really need to speak with a live person to help me get out of my predicament so that I can get the overpayment of my money back for my one and only computer that uses Miscrosoft 365.

I don’t know how else to say this except that I have been unable to get into my original account (which I want to keep) and to delete the newer one, to get this issue resolved, but I will need a live person to talk me through it because nothing I’ve tried has worked. I have paid Microsoft twice over the last two weeks – $129.99, plus $108.24 - and I don't know what else to do since I can’t seem to get anyone from Microsoft to call me, am not getting anywhere via email communication. Please have someone call me as soon as possible.

Carmen Leannah 20 Reputation points

2026-07-31T16:55:23.6166667+00:00

Could you please have a live person call me to walk me through my two-account issues? I cannot do this on my own as I have problems accessing my original account.

Answer 3

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