Payment not accepted for Microsoft 365 Famille

Sign in directly to Services & subscriptions, select Pay now for the overdue Microsoft 365 Family subscription, and if both your verified bank card and PayPal still fail there, contact Microsoft Accounts and Billing Support to inspect the payment transaction.

Pay the overdue subscription from the correct page

1. Open Services & subscriptions directly rather than following the email link.
2. Sign in with the Microsoft account that owns Microsoft 365 Family.
3. Find the subscription marked Past due.
4. Select Pay now.
5. Choose or add the payment method, select Next, and submit the payment.

Microsoft requires past-due subscriptions to be paid from this entry rather than by purchasing another subscription. Gift cards, subscription cards, and Microsoft account balances cannot settle a past-due subscription. [^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Pay for a past-due Microsoft subscription")

If it is not marked past due, select Manage → Change how you pay → Add a new way to pay. [^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Change your Microsoft subscription payment method and options | Microsoft Support")

Check the details that can still reject an authorized payment

Before one final attempt:

• Ensure the card’s billing address, name, country/region, and contact details match those held by the bank.
• In PayPal, confirm that its funding source is a confirmed bank account or credit card and that the linked card has not expired. Microsoft documents these as requirements for PayPal payments. ^3^
• If practical, make the attempt in an InPrivate/Incognito window or another browser. A closely matching Microsoft 365 Family billing case recommends this before escalation. ^4^

Your bank’s validation completing successfully does not necessarily mean Microsoft accepted and captured the transaction.

If it fails again

Since both card and PayPal have already failed, do not keep submitting repeated attempts. Contact Microsoft Support:

1. Open Contact Microsoft Support.
2. Enter Billing and payment and select Get Help.
3. Select Contact Support.
4. Choose Microsoft 365 and Office, then the billing/payment category.
5. Request chat or a callback and provide:
   • the exact error message;
   • the date and approximate time of the latest attempt;
   • that bank verification succeeded but Microsoft then reported failure;
   • that PayPal also failed.

Only Microsoft billing support can inspect the account-side payment rejection; public forum participants cannot access billing records. ^4^

References

1. [Pay for a past-due Microsoft subscription](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
2. [Change your Microsoft subscription payment method and options | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
3. Troubleshoot payment option issues | Microsoft Support
4. MS Office Billing error - Microsoft Q&A