Can not get any human support to my payment problem

Paula McVickers 0 Reputation points
2026-09-11T08:04:53.3933333+00:00

I've been subscribing to Microsoft 365 for 7 years, and on logging into my account this time, all payment history transactions have been wiped away, including my annual subscription for this year 2026. It is actually stating that there has been no purchase in the last 3 months, and yet there has.

This is very frustrating because there is no contact phone number I can use to discuss this problem. The 0800 026 0329 number goes dead after getting through to the line. I am at my wits' end and will cancel my subscription if there is no resolution soon.

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

    2026-09-11T08:05:08.4766667+00:00

    Use these steps for a Microsoft 365 home billing issue where the subscription charge exists but the purchase history is missing:

    1. Check Services & subscriptions and confirm the subscription status and end date: Services & subscriptions.
    2. Investigate the charge from the Microsoft account billing area: Manage your payments. This is the recommended path when a charge is present but the account does not show the expected purchase history.
    3. Make sure the correct Microsoft account is being used. A missing subscription or missing payment history can happen if the charge is tied to a different Microsoft account.
    4. If sign-in or account access is part of the problem, use the Sign-in Helper: Sign-in Helper.
    5. To reach a human support path, use Microsoft Support online instead of the phone line:
      • Open Contact Microsoft Support
      • Enter the problem and select Get Help
      • If needed, select Contact Support to be routed to the best support option
      • The support flow may offer chat or a callback request

    If the charge still cannot be matched to the account, Microsoft’s billing investigation guidance also recommends contacting the bank or payment provider if there is concern that the payment information may be compromised, to prevent further charges.

    References:

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

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  2. DaveM121 929.6K Reputation points Independent Advisor
    2026-09-11T08:37:39.38+00:00

    1

    Using any Microsoft account you may have, try using the steps they provide on this link to try to find your subscription the payment is for.

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

    2

    If you are still unable to resolve this subscription problem, this forum is just a user to user forum, no-one here has any account access, 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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    1 person found this answer helpful.
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