Microsoft 365 Personal subscription renewal directly with Microsoft

Hi David Burk,

I understand how frustrating this must be, especially after you have already spent weeks following the available instructions and are specifically trying to speak with a support representative.

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot access subscription or billing back-end systems or make changes to an individual account. My role here is limited to providing technical guidance based on the information shared.

Since your subscription is currently identified as having been purchased through Google Play, updating the payment method in your Microsoft account will not automatically transfer its billing to Microsoft. Subscriptions purchased through a third-party provider are normally managed through that provider. Before purchasing a new subscription directly from Microsoft, the current subscription status should be reviewed to avoid overlapping subscriptions or duplicate charges.

As you have already tried the online instructions and need account-specific billing assistance, please contact Microsoft Support. Sign in with the Microsoft account associated with Microsoft 365, select Microsoft 365, describe the issue and then choose Contact Support or Chat with a support agent in your web browser when that option appears.

When contacting the agent, explain that the account identifies Google Play as the billing provider, but the subscription is not visible in the Google Play subscription list and that you want to renew directly through Microsoft.

I know this isn’t the news you were hoping for, but I wanted to make sure you received the most accurate guidance for your situation. Please avoid posting your email address, payment details, or order information publicly in this forum. Thank you so much for your understanding. 

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This is not helping. I need to talk to someone at Microsoft support.