how to cancel a subscription for 365 personal that is to an old account that I now longer have access to

Contact Microsoft Support now to request cancellation of the old Microsoft 365 Personal subscription and review of the pending renewal charge, because the new Microsoft account cannot manage a subscription purchased through the old account.

Contact billing support

1. Open Contact Microsoft Support from Microsoft’s refund-policy page.
2. Enter Microsoft 365 billing, select Get Help, and then select Contact Support to see the available support options.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")
3. Explain that:
   • The subscription belongs to an old account compromised in the hacking incident.
   • You no longer have its email address or phone number.
   • A $99.99 renewal charge is pending.
   • You need the old subscription cancelled—not the monthly subscription on your new account—and want the renewal refunded.
4. Be prepared to provide information that may help verify ownership, such as the old account address, charge date and amount, card’s last four digits, billing name/address, and any previous Microsoft order or subscription details.

Support may assist after verifying ownership, but cancellation or refund cannot be guaranteed if ownership cannot be established.

Act promptly: Microsoft’s published policy says the most recent recurring billing charge is refundable when the subscription is cancelled within 30 days after payment, limited to one refund per Microsoft account per subscription product. Refund eligibility is determined during cancellation.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

Try account recovery in parallel

Use Microsoft’s sign-in helper for the compromised old account. It can direct you to recovery options or, where available, an agent.^2^

If access is restored:

1. Go to the old account’s Services & subscriptions page.
2. Find Microsoft 365 Personal and select Manage.
3. Select Cancel or Upgrade or Cancel.
4. Complete the cancellation prompts and accept the refund option if offered. If the page instead displays Turn on recurring billing, renewal is already disabled.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365")

Do not cancel the subscription shown under your new account unless you also intend to end that separate subscription.

Special cases

• If the old subscription was purchased in Germany: Microsoft permits cancellation without signing in. Use the Cancel a Microsoft subscription acquired in Germany option referenced in the refund policy and provide the requested purchase details.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")
• If it was purchased through Apple, Google Play, Amazon, or another retailer: cancellation and refunds must be handled by that provider rather than Microsoft.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Where can I manage my Microsoft 365 subscription? | Microsoft Support")
• If the charge is not found or you suspect the card itself remains compromised: use Microsoft’s Manage your payments → Investigate option and contact the card issuer to prevent further charges. Microsoft advises contacting the payment provider when payment information may have been acquired.^5^

References

1. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
2. How to recover a hacked or compromised Microsoft account | Microsoft Support
3. [Microsoft 365](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. [Where can I manage my Microsoft 365 subscription? | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
5. How to investigate a billing charge from Microsoft