Billing issue - two MS365 premium cancelled, only one refunded.

Do not purchase Microsoft 365 again until both orders are checked and Microsoft Billing Support confirms the status of the payment that has not been refunded.

1. Compare the two purchases with the subscription status

Sign in with the Microsoft account used for both purchases:

1. Open Services & subscriptions at account.microsoft.com/services.
2. Check Subscriptions and Cancelled subscriptions.
3. Note whether Microsoft 365 Premium is shown as Active, Expired, or Cancelled, including its expiry date.
4. Open your Microsoft account Order history and locate both 738-DNZ purchases. Record each order number and status.

Microsoft’s refund-status page says an eligible refund appears against the product in Order history. If its status says that Microsoft issued the refund, allow a few days for the bank or payment provider to post it. If there is no refund entry, that transaction might not have produced a refund—for example, only recurring billing may have been disabled or refund eligibility may not have been established. ^1^

2. If Premium still shows Active

The licence may not yet have refreshed in the installed apps:

1. Close every Microsoft 365 application.
2. Sign out of Microsoft 365/Office.
3. Restart Windows.
4. Open an Office application and sign in with the same Microsoft account that shows the active subscription.

A recently changed subscription can take time to update across Microsoft services. ^2^

If Office still displays Unlicensed Product, run the Microsoft 365 activation troubleshooter through the Windows Get Help app. It must be run on the affected PC and requires Windows 10 or later. ^3^

3. If neither purchase provides an active subscription

Contact Microsoft Billing Support so an agent can inspect both orders and determine whether the unrefunded purchase still has an entitlement, can be applied or restored, or qualifies for a refund:

1. Go to https://support.microsoft.com/contactus.
2. Select Microsoft 365.
3. Select Get Home Support.
4. Enter billing and press Enter.
5. Select Sign in to Contact Support.
6. Choose Microsoft 365 and Office → Manage my Subscription.
7. Select Chat with a support agent in web browser. ^4^

Provide:

• Both order numbers and purchase dates
• The two 738-DNZ charges
• The cancellation confirmation
• The refund status shown for each order
• The subscription status shown under Services & subscriptions

Refund eligibility is determined during cancellation, and not every cancellation produces a refund. Microsoft states that refunds are generally available within 30 days of an initial purchase, subject to subscription, region, and account conditions. [^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

Only renew or repurchase after Support confirms that both original entitlements are cancelled and the unrefunded purchase cannot be restored or applied. Renewing sooner can create another charge.

If either purchase was made through Apple, Google Play, or another retailer rather than directly from Microsoft, that provider—not Microsoft—must handle its billing and refund. [^6^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Where can I manage my Microsoft 365 subscription? | Microsoft Support")

References

1. Check the status of your Microsoft Store return or refund
2. My Microsoft 365 Subscription Reactivation - Microsoft Q&A
3. Unlicensed Product and activation errors in Office
4. paid for 2 subscriptions in error on October 18, 2026 - Microsoft Q&A
5. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
6. [Where can I manage my Microsoft 365 subscription? | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])