Complaint: Microsoft 365 Family storage cut from 6 TB to 2 TB

Existing Microsoft 365 Family subscribers keep the current per-person storage only until their first renewal on or after May 2, 2027; Microsoft does not document an option to retain that allocation permanently.

Answers to each point

1. Can existing subscribers keep 1 TB per person?

• Nothing changes before the applicable renewal.
• If the subscription existed before October 8, 2026, it moves to 2 TB of pooled storage at its first renewal on or after May 2, 2027.
• Upgrading before then can trigger the pooled-storage model earlier.
• Microsoft says some existing customers in supported markets may receive transitional bonus storage, but this is eligibility-dependent and is not a permanent guarantee of six separate 1 TB allowances.
• Files remain private even though the quota is shared. If usage exceeds the new quota, Microsoft says files remain accessible for up to one year while storage is reduced or expanded. Additional storage can be purchased, up to 10 TB total. ^1^

2. Will the subscription price be reduced?

The published change notice does not specify a corresponding price reduction. It describes the new storage entitlement and possible transitional bonus storage, but it does not promise either grandfathered storage or a lower renewal price.^1^

The renewal notice and the offer displayed in Microsoft account → Services & subscriptions are the relevant terms for the individual subscription. A requested price adjustment or exception must therefore be raised with Microsoft Support rather than assumed from the storage announcement.

3. How does the new AI allowance compare?

Microsoft’s current consumer-plan guidance does not publish a single numeric allowance that permits a precise before-and-after comparison. Instead, it lists limits by feature:

• Family includes “extensive” use for Chat, deep reasoning, and Pages.
• It includes “standard” use for Audio Overview, Voice, Vision, and image generation.
• Researcher, Analyst, and Cowork are unavailable on Family.
• Limits can vary by feature, entry point, system conditions, and model.
• AI benefits belong to the subscription owner only and cannot be shared with the other five members.^2^

The owner can check the currently applied allowance under Microsoft account → Services & subscriptions. Microsoft says usage is tracked automatically and notifications appear when a limit is approached or reached.^2^

Cancellation and refund

A pro-rata refund is not universally available. For Microsoft 365 Family purchased directly from Microsoft:

• Canada, Denmark, Faroe Islands, France and listed French territories, Greenland, Israel, Korea, and Türkiye permit cancellation at any time for a prorated refund.
• In other countries or regions, prorated refunds are not available under Microsoft’s standard policy.
• Separately, the policy generally permits a refund within 30 days of the initial purchase or before the first recurring billing date, whichever is sooner. It also permits a one-time refund of the latest recurring charge if cancellation occurs within 30 days after payment.
• Prepaid retail codes follow the retailer’s return policy.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

To see the actual eligibility before completing the process:

1. Sign in using the Microsoft account that purchased the subscription.
2. Open Services & subscriptions.
3. Select the Family subscription, then Manage → Cancel.
4. Review the cancellation page; it will indicate automatically whether a refund is available.
5. If no refund is issued, access normally continues through the paid billing period.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

If purchased through Apple, Google Play, or another retailer, cancellation and refund requests must be made through that seller.

Submit the complaint and obtain a case number

Microsoft Learn Q&A cannot issue a support case reference or make account-specific pricing and refund decisions. Submit the complaint through Microsoft customer support:

1. Open the Microsoft customer-support page.
2. Under Microsoft technical support, select Get help.
3. Enter Microsoft 365 Family storage change and billing complaint.
4. Select Contact Support when offered, then choose the account/billing route and chat or another available contact method.
5. Ask the agent to record the four questions in the case and provide the service request or case number in writing before ending the session.

Account and billing questions can be routed to an appropriate support option, which may include chat.^4^

References

1. Changes to Microsoft 365 storage | Microsoft Support
2. How AI usage works across Microsoft 365 subscriptions for individuals | Microsoft Support
3. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. Contact Microsoft customer support | Microsoft Support