Had 1 account turned into two because of an error by the system now I can't cancel

Len Patanella 0 Reputation points
2026-09-14T23:43:09.34+00:00

I signed up for an account in January, then in August the website couldn't find my account and said account expired needed to sign up and pay a second time for 365 personal for the full year service. So now I am paying for two accounts and I put a stop on my credit card because I can't talk to anyone. Until I get this figured out Microsoft can stick it. I am trying to find my original account opened in the month of January but I can only find the other one. Then autopay kicks in and I'm still paying for two services. Need help with this. Talk to real people on the phone. So they can look up my card used and tell me what is what. Bring back the days when $30 and a disk set you up for several years. This is ridiculous now a days.

Microsoft 365 and Office | Subscription, account, billing | For home | Other
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Norah-L 10,580 Reputation points Microsoft External Staff Moderator
    2026-09-15T04:59:23.4533333+00:00

    Hello Len Patanella,

    It sounds like the January and August purchases may be linked to two different Microsoft accounts, even though the same credit card was used.

    Please note that this is user-to-user forum, community members cannot view accounts, card charges, or process refunds. Please try the options below:

    1. Sign in to Services & subscriptions with every personal email address you may have used. Check which account shows Microsoft 365 Personal, then select Manage and turn off recurring billing for the subscription you do not want.
    2. If the January subscription cannot be found, open Microsoft payment options, select the card, and choose Investigate. This can help identify a Microsoft charge connected to another account.

    For billing support, please go to Contact Microsoft Support, enter your problem and select Get Help. Then scroll down and select Sign in to contact Support to be routed to the best support option.

    Tips:

    • Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.
    • If the support page directs you to the automated assistant, type “I need a live agent” in the chat.

    Hopefully your issue will be sorted out soon Thank you so much for your patience!

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.