I have been charged for 365 Family, which I did not want and my subscriptions say that there's been no transaction

Ashley Lunan 20 Reputation points
2025-11-10T13:53:03.6466667+00:00

I was charged for Family 365, which I did not want, on 11/6. I chatted with a Microsoft agent who said the charge had to go through before I could cancel and get a refund and/or downgrade to an individual/monthly plan. The charge has gone through. My MS page says there have been no transactions and that I don't have 365 at all, evidently. I did speak to an agent and my case number is 709079381.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
Answer accepted by question author
Stefan Blom 353.9K Reputation points MVP Volunteer Moderator
2025-11-10T14:11:27.7033333+00:00

I'd be delighted to be directed to EXACTLY where in Microsoft Support I can put my case number.

@Ashley Lunan,

If you have been in touch with Microsoft support earlier, you have to contact them again, via https://support.microsoft.com/contactus .

Q&A are user-to-user forums. Contributors do not have access to user accounts or billing information.

You can try signing in to https://account.microsoft.com/services with your various @hotmail.com or @outlook.com accounts; with a bit of luck, you will find the correct account yourself.

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

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