Purchased Microsoft 365 via Apple (currently still in trial) cannot cancel

Question

Purchased Microsoft 365 via Apple (currently still in trial) cannot cancel

Jennifer Hake 0

Hi,

I purchased Microsoft 365 Single via Apple on my Mac and am currently somewhere in the second week of my 1 month trial. I received an email when I purchased from Microsoft (29.09.2026), saying I would need to cancel 2 days before the trial ends not to be charged. When I try to cancel now however, it is not possible in my microsoft account but I am forwarded to Apple. There is not purchase or subscription listed there at Apple however. I only have one Apple ID and none of my family members purchased it and it is not hidden or whatever. Apple does not have it, I spoke to them on the phone more than an hour. Microsoft says on the chat they are not responsible. I dont know what to do anymore.

PLEASE HELP

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2 answers

Your answer

Answer 1

GsN5034 - IA 78,515 Independent Advisor

Hello,

Your statement clearly states that you have purchased the Microsoft Office 365 Personal Subscription from the Apple Store.

According to Microsoft's Purchase policy, if the subscription is purchased from a third-party retailer like the Google Play Store, Apple, or Best Buy, you will have to directly reach out to the retailer and then cancel the subscription from their end.

Microsoft can no longer help with canceling the subscription or turning off the recurring billing for the purchase that was made through the third-party retailer.

For reference, see:

Manage your Microsoft 365 subscription purchased through a third party

If you have a receipt or purchase confirmation for the subscription purchased through Apple in your email, you can provide it to Apple Support as proof of purchase. They may be able to help you cancel the subscription.

Alternatively, you can contact your bank directly and ask whether they can block or cancel the recurring payment authorization specifically for this subscription as this can help prevent further charges.

Jennifer Hake 0 Reputation points

2026-10-08T11:17:30.1833333+00:00

Thank you. I understand that you are an independent advisor and that you cannot access my account or cancel the subscription yourself.

Unfortunately, contacting Apple is not an option in my case. I have already contacted Apple Support and they checked my Apple Account. They confirmed that there is no Microsoft 365 subscription, purchase or transaction associated with my Apple Account and therefore they cannot cancel anything. I have never received an email or receipt for this "purchase via apple" from Apple nor do I have a purchase on my linked PayPal or bank account as the charge is $0,- for the trial.... But even this should normally show and it does with every single thing I do via Apple.

At the same time, Microsoft shows the subscription in my Microsoft account as “Purchased from Apple”, and clicking “Manage” only sends me to a general Apple Support page where there is no cancellation option.

So I am stuck between Microsoft and Apple, with neither side being able to find or cancel the subscription.

I mainly wanted to clarify this because simply telling me to contact Apple does not resolve the problem in this particular case.

I will therefore have to pursue this directly with Microsoft through another channel, which is not possible via phone (I am sent to my account page online) nor the chat (where I am being forwarded). What a wonderful service.
GsN5034 - IA 78,515 Reputation points Independent Advisor

2026-10-08T11:56:45.4633333+00:00

Hello,

Yes, Independent Advisors no longer have access to users’ accounts and cannot cancel subscriptions on their behalf.

Since the purchase was made through the App Store on your Mac, it is possible that the subscription may have been purchased using a different Apple Account? Please open the App Store on your Mac and select your profile picture to verify which account is currently signed in.

Alternatively, go to https://reportaproblem.apple.com/ and sign in with your Apple Account. Check whether Microsoft 365 appears in the entries. This website allows you to view purchases and request help with content purchased through Apple.

Because the subscription was purchased through Apple, I can say that Microsoft live chat support may be unable to help you here, as they redirect you again to Apple Support. So, make sure you check all of your accounts that you've signed in on the device. Sometimes the purchase may be accidentally linked to another account.

I’m sorry I couldn’t provide a more favorable resolution for you.
Jennifer Hake 0 Reputation points

2026-10-08T12:08:13.5066667+00:00

I understand thanks. But I only have one Apple ID and Account and I did report it as a problem but again they tell me there is simply nothing showing on their end. I just think that logically I have the agreement with Microsoft so there should be a way to cancel and withdraw in written form from that agreement, even if I have to send a letter via postal mail, but there isn't apparently. Very frustrating... And I am also wondering, I would not even be able to switch subscriptions from personal to whatever, as I am simply unable to do anything. There is nothing left to do I am afraid other than to being charged after 30 days and then have a 1 year subscription that I do not need. It should appear somewhere then, but that's a waste of money.

Answer 2

Because the subscription was purchased through Apple, cancellation and billing are handled by Apple, not in the Microsoft account. Microsoft cannot cancel, refund, or modify billing for subscriptions bought through the Apple App Store.

For a Mac App Store purchase, the cancellation path is Apple’s subscription management page: View, change, or cancel your subscriptions.

Given the current symptoms:

Verify the Apple subscription directly on Apple’s subscriptions page again and confirm whether Microsoft 365 appears as active.
If it does appear there, cancel it in Apple’s subscription settings.
If it does not appear there, but Office on the Mac still shows the trial, sign out of the Office app and sign back in with the Microsoft account that was used when the trial was started.
If Office reports that the Apple purchase is already associated with a different Microsoft account, follow the restore flow referenced by Microsoft: Restore previous purchase for Office for Mac.
If the problem persists after that, contact Microsoft Support for the Office-for-Mac association issue, because Microsoft’s documented guidance for Apple purchase-association errors is to contact support after sign-out/sign-in and restore attempts.

Important details:

If the subscription was bought through Apple, it may not be manageable at https://account.microsoft.com/services.
If Microsoft account pages show only Turn on recurring billing, that means the subscription is already set to expire and no further cancellation action is required.
For Apple-purchased subscriptions, refund or cancellation requests must go through Apple.