Double billing

Hi @Richard Wild ,

I understand how frustrating it is to be charged twice and then be sent around in circles. Check account.microsoft.com/services first to confirm whether there are two active subscriptions, including under another Microsoft account.

If there is no second subscription, use https://support.microsoft.com/contactus and follow these steps:

Visit this website: Contact - Microsoft Support  

• Type Contact in the search box.  
• Now click Get help, and Select Contact Support or Sign in to contact support below.  
• Go to the Products and services tab, and choose either Microsoft 365 and Office category.  
• On the Category tab, choose Technical support.  
• Go to Confirm.  
• You can now choose the option of Chat with a support agent on your web browser.

The billing team will need the details of both transactions to investigate the duplicate payment and determine whether a refund can be issued. Please share those details only through the private support channel.

Please note that this is a user-to-user support forum. Moderators and contributors cannot access accounts or Microsoft’s back-end systems. We can only provide technical guidance on reported incidents, requests and ideas 

Thank you for your understanding and time

Dear @Richard Wild,

I hope you’re having a good day 

Before recommending the best support path, could you clarify whether this is a Microsoft 365 Personal/Family subscription or a Microsoft 365 Business subscription?

The reason I ask is that the billing and refund process differs depending on the subscription type.

In the meantime, I would recommend checking whether the two direct debit payments relate to:

• The same Microsoft account or different Microsoft accounts.
• The same subscription or two separate subscriptions.
• Different invoice or subscription numbers.

If this is a Microsoft 365 Personal or Family subscription, the best route is usually Microsoft Account Billing Support through the Microsoft support website after signing in with the subscription owner account.

If this is a Microsoft 365 Business subscription, the best route is usually:

• Your Microsoft 365 administrator opening a billing support request through the Microsoft 365 Admin Center, or
• Contacting the CSP/solution provider if the subscription was purchased through a partner, or
• Contacting Microsoft Billing Support directly if the subscription is billed by Microsoft.

I hope this information helps point you in the right direction.

Warm regards,  

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