Bought Subscrption, but cannot find it

Because the subscription is not shown in the account currently signed in, locate the Microsoft account associated with the card charge first, then cancel the subscription from that account to receive any refund for which it qualifies.

1. Locate the purchase

1. Sign in to Manage your payments: https://go.microsoft.com/fwlink/?linkid=2246882
2. Select Investigate beside the charge. Microsoft’s payment investigation can help identify purchases associated with the card, including purchases made through another Microsoft account or by a family member. ^1^
3. Also check Order history for every personal Microsoft account you may have used: https://account.microsoft.com/billing/orders
4. Once the correct account is identified, open: https://account.microsoft.com/services/microsoft365

Do not post your card number, order number, or account details here.

2. Cancel and request the refund

Under the correct account:

1. Find the Microsoft 365 subscription.
2. Select Manage.
3. Select Cancel or Upgrade or Cancel.
4. Complete the cancellation prompts. Microsoft automatically determines refund eligibility during this process; not every cancellation produces a refund. [^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "How to get a refund on a Microsoft subscription | Microsoft Support")

If Turn on recurring billing appears instead of Manage or Cancel, the subscription is already scheduled to expire and will not renew.

In most cases, Microsoft’s refund policy permits a refund within 30 days of the initial purchase or before the first recurring billing date, whichever comes first. The most recent recurring charge may also qualify when cancellation occurs within 30 days of payment, subject to the stated account and subscription restrictions. Eligibility and regional rules are shown during cancellation. [^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

3. If the charge still cannot be found

Contact Microsoft Support:

1. Open https://go.microsoft.com/fwlink/?linkid=2258619
2. Enter Billing issue and select Get Help.
3. Select Contact Support.
4. Choose Microsoft 365 and Office and the billing/subscription category.
5. Request help locating the transaction, cancelling it, and checking refund eligibility.

Have the charge date, amount, currency, and the card’s last four digits available. Only Microsoft billing support can inspect the transaction and process an account-specific refund.

If Microsoft Support cannot locate the transaction under any account, contact the card issuer. If the purchase was not authorized, report the card as compromised; merely disputing one charge may not prevent later charges. ^1^

About the missing product key

A Microsoft 365 subscription purchased digitally from Microsoft normally does not provide a product key. Installation and activation use the Microsoft account that made the purchase: open Services & subscriptions, find Microsoft 365, and select Install. ^4^

If it was purchased through Apple, Google Play, or another retailer, cancellation and refund must instead be requested from that seller. [^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "How to get a refund on a Microsoft subscription | Microsoft Support")

References

1. How to investigate a billing charge from Microsoft | Microsoft Support
2. [How to get a refund on a Microsoft subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
3. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. Using product keys with Microsoft 365 | Microsoft Support