i want to cancel my subscription

Nathan Yaxley 0 Reputation points
2026-09-13T07:52:49.1+00:00

i want to cancel my subscription, but i don't know what email account is correct, i have an outlook email and when i subscribed to excel Microsoft created a long Microsoft account email/account name. my excel account isnt on the payment history on the outlook account, and the Microsoft account i cant login to as it wants verification on authenticator but i cant open it as i dont know what the password is for this account

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Hani-Ng 1,225 Reputation points Independent Advisor
    2026-09-13T08:29:31.4833333+00:00

    Hi Nathan Yaxley

    To better understand your situation, could you please provide a little more information:

    • When the subscription is charged, do you receive any Microsoft billing receipt or invoice by email? Billing receipts can often indicate which account was used for the purchase.
      • If yes, which email domain receives it (for example: outlook.com, gmail.com, yahoo.com, or a business domain)?
      • Does the receipt show any part of the Microsoft account associated with the subscription?
    • Do you know the exact subscription name (for example, Microsoft 365 Personal, Microsoft 365 Family, Microsoft 365 Basic, etc.) and the amount being charged? The subscription type and charge amount can help determine how the subscription was obtained.
    • You mentioned Microsoft created a long account name when you subscribed. Do you still see any portion of that account name, username, or domain in any previous Microsoft emails, invoices, or subscription-related communications? Any portion of the account name or domain may provide clues about the type of account involved.
    • Approximately when was the last time you were able to successfully access the account that is now requesting Microsoft Authenticator verification? It may help assess what account recovery options might be available.

    For your privacy and security, please do not post your full email address, payment details, or any other personal information publicly.

    I look forward to your response.

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  2. AI answer

    2026-09-13T07:53:04.73+00:00

    Use this order:

    1. Go to Services & subscriptions: https://account.microsoft.com/services
    2. Try signing in with each Microsoft personal account that might have been used for the purchase.
    3. Check whether the subscription appears under Manage.
      • If it appears, select Cancel or Upgrade or Cancel.
      • If it shows Turn on recurring billing, the subscription is already set to expire and no further action is required.

    If the subscription does not appear under the Outlook account, that usually means the purchase was made with a different Microsoft account.

    Since sign-in to the other account is blocked by Authenticator verification and the password is not known, recover access first by using the Microsoft account recovery form:

    If account recovery is not successful, contact Microsoft support for Billing and payment help. Support can help review the subscription and cancellation path after verification:

    If the subscription was purchased through a third-party retailer, Google Play, or the Apple App Store, cancellation must be handled with that seller instead.

    References:

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

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