Double billing

Question

Double billing

Richard Wild 0

Product Microsoft 365.

Microsoft are taking two monthly payments by direct debit for the same product. I have cancelled one of the direct debits. I have looked on varies Microsoft websites to inform them about the billing error and apply for a refund. But just endup going around in circles. Please advise on the best way to notify Microsoft regarding the billing error.

KR

Richard

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2 answers

Your answer

Answer 1

Liora 3,525 Independent Advisor

Dear @Richard Wild,

I hope you’re having a good day

Before recommending the best support path, could you clarify whether this is a Microsoft 365 Personal/Family subscription or a Microsoft 365 Business subscription?

The reason I ask is that the billing and refund process differs depending on the subscription type.

In the meantime, I would recommend checking whether the two direct debit payments relate to:

The same Microsoft account or different Microsoft accounts.
The same subscription or two separate subscriptions.
Different invoice or subscription numbers.

If this is a Microsoft 365 Personal or Family subscription, the best route is usually Microsoft Account Billing Support through the Microsoft support website after signing in with the subscription owner account.

If this is a Microsoft 365 Business subscription, the best route is usually:

Your Microsoft 365 administrator opening a billing support request through the Microsoft 365 Admin Center, or
Contacting the CSP/solution provider if the subscription was purchased through a partner, or
Contacting Microsoft Billing Support directly if the subscription is billed by Microsoft.

I hope this information helps point you in the right direction.

Warm regards,

If the answer is helpful, please select "Yes, accept answer". If you have any questions or new updates, please feel free to comment below.

Richard Wild 0 Reputation points

2026-11-05T14:39:49.6333333+00:00

It is a small business, and I'm using 365 personal. When I log onto subsciptions it's only showing one active service, that';s Microsoft 365 personal.
Liora 3,525 Reputation points Independent Advisor

2026-11-09T09:13:26.12+00:00

Hello Richard,

Thank you for the update.

Since this involves a Microsoft 365 Personal subscription and potentially account-specific billing information, I'm not able to investigate the charges through the community forum.

I will report this thread for review so it can be routed appropriately. In the meantime, another moderator or support representative may be able to provide additional guidance on the correct billing support channel for your case.

I hope you're able to get this resolved quickly.

Kind regards.

Answer 2

Hi @Liora

I understand how frustrating it is to be charged twice and then be sent around in circles. Check account.microsoft.com/services first to confirm whether there are two active subscriptions, including under another Microsoft account.

If there is no second subscription, use https://support.microsoft.com/contactus and follow these steps:

Visit this website: Contact - Microsoft Support

Type Contact in the search box.
Now click Get help, and Select Contact Support or Sign in to contact support below.
Go to the Products and services tab, and choose either Microsoft 365 and Office category.
On the Category tab, choose Technical support.
Go to Confirm.
You can now choose the option of Chat with a support agent on your web browser.

The billing team will need the details of both transactions to investigate the duplicate payment and determine whether a refund can be issued. Please share those details only through the private support channel.

Please note that this is a user-to-user support forum. Moderators and contributors cannot access accounts or Microsoft’s back-end systems. We can only provide technical guidance on reported incidents, requests and ideas

Thank you for your understanding and time