Microsoft is currently charging me £15.55 a month and I'm not sure why (payment reference Microsoft-G1823....) - how do I make it stop?

Question

Microsoft is currently charging me £15.55 a month and I'm not sure why (payment reference Microsoft-G1823....) - how do I make it stop?

Amina Oti 0

Microsoft is currently charging me £15.55 a month and I'm not sure why (payment reference Microsoft-G1823....)

It might be from an old business account that I setup but I do not have access to it anymore,

I would like to have the account closed and billing stopped,

Every time I try and contact Microsoft I am taken to this forum, does anyone know how I can contact support directly?

Many thanks

Sumit 44,226 Reputation points Volunteer Moderator

2026-09-09T12:14:53.95+00:00
Hi,

The order ID with G is indeed from a business account.

The username is the onmicrosoft.com domain temporary email address, or if you configured your domain you can also use that. The sign in page is here.

If it does not help, please recover the account:

First step you would need to do is to get the contact number for the country, using this Microsoft support document.

Customer service phone numbers – Microsoft Support

Once you have done that, call the number. See the extensive details on how to reach a Human:

Navigating the Support IVR — Step-by-Step

When you call Microsoft support to reset Microsoft MFA or resolve a forgot password for a Microsoft 365 issue, follow these IVR prompts:

Wait out the intro — You may hear a ~30-second automated introduction (e.g., “you can visit the link…”). Ignore it and wait for the menu options.

Press 1 — Select yourself as a business email user

Press 1 again — Choose technical help

Automated IVR Conversation Guide

In some regions, the initial interaction is fully automated. Use these answers to navigate it:

What kind of problem are you experiencing? — Answer: Login technical support.

What product are you contacting us about? — Answer: Microsoft 365 Business Standard.

Is this a new case or an existing case? — Answer: New case.

Are you a Global Administrator? — Answer: Yes.

Are you the Global Administrator for the domain? — Answer: Yes, I am the Global Administrator for the domain.

Would you like to be connected with a Microsoft representative regarding your issue? — Answer: Yes, please.

If asked to verify your phone number: Confirm that the phone number is already associated with the Microsoft 365 administrator profile.

I look forward to hearing from you to get the results of the troubleshooting.

2 answers

Your answer

Sumit 44,226 Reputation points Volunteer Moderator

2026-09-09T12:14:53.95+00:00

Hi,

The order ID with G is indeed from a business account.

The username is the onmicrosoft.com domain temporary email address, or if you configured your domain you can also use that. The sign in page is here.

If it does not help, please recover the account:

First step you would need to do is to get the contact number for the country, using this Microsoft support document.

Customer service phone numbers – Microsoft Support

Once you have done that, call the number. See the extensive details on how to reach a Human:

Navigating the Support IVR — Step-by-Step

When you call Microsoft support to reset Microsoft MFA or resolve a forgot password for a Microsoft 365 issue, follow these IVR prompts:

Wait out the intro — You may hear a ~30-second automated introduction (e.g., “you can visit the link…”). Ignore it and wait for the menu options.

Press 1 — Select yourself as a business email user

Press 1 again — Choose technical help

Automated IVR Conversation Guide

In some regions, the initial interaction is fully automated. Use these answers to navigate it:

What kind of problem are you experiencing? — Answer: Login technical support.

What product are you contacting us about? — Answer: Microsoft 365 Business Standard.

Is this a new case or an existing case? — Answer: New case.

Are you a Global Administrator? — Answer: Yes.

Are you the Global Administrator for the domain? — Answer: Yes, I am the Global Administrator for the domain.

Would you like to be connected with a Microsoft representative regarding your issue? — Answer: Yes, please.

If asked to verify your phone number: Confirm that the phone number is already associated with the Microsoft 365 administrator profile.

I look forward to hearing from you to get the results of the troubleshooting.

Answer 1

Hi @Amina Oti,

Thank you for posting your question in the Microsoft Q&A forum. 

I’m very sorry to hear about your situation. Regarding that you’re unable to log in to your account to cancel the subscription.

For this situation the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to your accounts.

If you don't have any other admin account in this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.

Please note that I'm also a user so I don’t have access to user accounts and cannot assist with actions such as password resets, login changes, or account recovery.

Therefore, If you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

*(Important Note: Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

Alternatively, you can try set up a new trial tenant or use your existing tenant and submit your support request to the billing team:

Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.
Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.
Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.
Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.
Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."
Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:
- Your administrator account email address for the locked tenant.
- The domain name of your locked tenant
- Any error messages you are receiving.
- Details about the authentication issues you are experiencing.
- Confirmation that you are the administrator of the locked tenant.
Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.

When you open a support ticket, please make sure to turn off the Support Assistant (AI) in the help panel.

Several customers have reported issues when the Support Assistant is turned on the system sometimes fails to display the “Contact Support” option.

As shown in the screenshot, simply switch Support Assistant > Off, then type your issue description. Once the AI is off, the “Contact Support” button will appear normally, allowing you to submit a ticket directly.

User's image

Important notes:

This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.
Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.
The resolution time might be longer as you are contacting support from a different tenant.
Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."

Thank you again for your time and understanding. I really appreciate your patience, and I’m here to help. Looking forward to your response.

If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".

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Answer 2

Use this path to identify the charge and stop it:

Go to the Manage your payments page and select Investigate. This is the Microsoft flow for unexpected or unrecognized charges.
Check whether the charge is tied to:
- a Microsoft subscription with recurring billing enabled
- a charge that was previously declined and then retried
- a purchase made by someone else with the card
- an in-app, pre-order, or split-order charge
If the charge is from a subscription, sign in to Services & subscriptions and look for the subscription:
- Select Manage.
- If available, turn off recurring billing or cancel the subscription.
- If Turn on recurring billing is shown instead, recurring billing is already off and the subscription will expire on the date shown.
If the subscription does not appear, make sure the correct Microsoft account is being used. A common cause is being signed in with the wrong account.
If this was bought through a third party such as Amazon, Best Buy, Google Play, or the Apple App Store, cancellation and refunds must be handled with that seller.
If there is an overdue balance on the subscription, that amount must be paid before cancellation is available.

For direct support, use Contact Microsoft Support, enter the problem, select Get Help, and then select Contact Support to be routed to the best support option.

If access to the old account is no longer available and the charge cannot be matched to any current account, contact the bank or card provider to prevent further charges. If there is any chance the payment details were compromised, tell the bank or payment provider the card may be stolen or compromised so additional charges can be blocked.