BILLING PROBLEM

If the Microsoft 365 Personal gift card was redeemed successfully and billing is still happening, the most likely causes are:

1. There are two subscriptions on the account, such as one existing paid subscription plus the newly redeemed one.
2. The subscription is being billed through a third party instead of Microsoft.
3. The gift card was purchased, but the subscription was not fully activated until the product key was entered.

Recommended steps:

1. Go to the Microsoft account Services & subscriptions page and sign in with the Microsoft account used for Microsoft 365.
2. Check whether more than one Microsoft 365 subscription appears.
   • If two subscriptions appear, open the one not needed and cancel it.
3. Check whether the subscription shows options like Manage, Cancel, or Change payment.
   • If those options appear, billing is handled by Microsoft.
   • If management options are limited or missing, the subscription may be managed by the seller or another third party, and billing changes must be handled with that provider directly.
4. If the gift card came in a physical box or card, make sure the product key was entered. Payment alone does not start the subscription until the key is redeemed or the link in the receipt email is followed.
5. Check the Payment options page for any active payment method errors or recurring charges tied to the subscription.
6. If the charge is still not explained, use Manage your payments and select Investigate to review the billing charge.
7. If the issue continues, contact Microsoft Support through Contact Support and choose Microsoft 365 subscription or billing help.

If the charge does not appear under any Microsoft account used for Microsoft 365, the card may have been used on a different account or the payment method may have been used without authorization. In that case, contact the bank or payment provider to prevent further charges.

References:

• Manage my Microsoft 365 subscription
• A subscription notice appears when I open a Microsoft 365 application
• Office error "Account Notice: We've run into a problem with your Microsoft 365 subscription"
• How to investigate a billing charge from Microsoft