changing subscription from Personal to Family

Hi @Natina Vannelli

Sorry about the double payment confusion. When you switch from Personal to Family, Microsoft usually doesn't refund the Personal plan as money. Instead, the unused days on Personal are converted (at about 92%) and added to your Family subscription, so Family should run longer than a normal year.

Here's how to check what happened on your account:

1. Sign in at account.microsoft.com/services with the same Microsoft account you used for both purchases.
2. Open Microsoft 365 Family and look at the renewal or expiry date. If it's well past August 2027, your leftover Personal time was added.
3. If Microsoft 365 Personal is still listed as its own active subscription, select Manage, then Cancel. The cancellation screen will tell you if you qualify for a refund.
4. If neither of these happened, contact billing support at https://support.microsoft.com/contactus. They're the only ones who can look at your orders and issue a refund.

Please don't post your order number or card details here. If anyone asks for them, share them by private message only.

When you open Services & subscriptions, do you see only Family, or are Personal and Family both listed?

If my response resolved your issue, please consider accepting it as the answer. If it's still not sorted, let me know and I'll be happy to keep helping.

Reference:

• https://support.microsoft.com/en-us/accounts-billing/subscriptions/switch-between-microsoft-365-subscriptions
• https://support.microsoft.com/en-us/accounts-billing/subscriptions/microsoft-subscription-refund-policy