Billing - Unauthorized charge

Ida Majometano 0 Reputation points
2026-09-04T07:47:30.8933333+00:00

I was charged for a MS Family subscription renewal that I did not authorize. When I check my account under Subscriptions, there is no active subscription on file. I would like to speak to someone but I can't find a way to speak to a person.

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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  1. AI answer

    2026-09-04T07:47:45.59+00:00

    Use this path to investigate the charge and reach a support person:

    1. Open the Manage your payments page and select Investigate for the charge.
    2. Check whether the charge is tied to a different Microsoft account. A common cause is that the wrong Microsoft account is being checked.
    3. Review the most likely causes of the charge:
      • recurring billing was enabled on a Microsoft subscription
      • a family member used the card
      • a previously declined charge was retried
      • a pre-order or split order shipped
      • an in-app purchase was made
    4. If the charge still does not appear under subscriptions or order history, contact support through Contact Microsoft Support:
      • enter the problem
      • select Get Help
      • if needed, select Contact Support to be routed to the best support option
    5. If payment information may have been compromised, contact the bank or payment provider to prevent more charges. Disputing the charge alone does not stop additional fraudulent charges.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. DaveM121 928.6K Reputation points Independent Advisor
    2026-09-04T08:19:38.51+00:00

    1

    If you are sure no-one else has access to your banking details, using any Microsoft account you may have, try using the steps they provide on this link to find out what that payment was for.

    https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

    Then use the steps they provide on this link to cancel whatever that payment was for and get a refund.

    https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

    2

    If you are still unable to resolve that payment problem, this forum is just a user to user forum, no-one here has any account access, you will need to contact Microsoft Support directly, try using this method to contact their support.

    Go to this link: https://support.microsoft.com/contactus

    Select Microsoft 365

    Click 'Get Home Support'.

    In the box provided, type billing.

    Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

    Navigate to Microsoft 365 and Office - Manage my Subscription.

    Select the 'Chat with support agent in web browser' option

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