Subscription billing

Ryan Healy 0 Reputation points
2026-11-06T21:01:13.1133333+00:00

I am being billed for a subscription that I cannot see, both my accounts say I have no subscriptions but am being billed every month for this. I don't understand why I am unable to speak to a human. As well as when I call the support number, I am directed to a link which tells me I can't even login. This service is horrible and if anyone could tell me how to just contact someone who works for Microsoft that would be great. Thanks, and again this is terrible.

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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  1. Vikki-T 13,480 Reputation points Microsoft External Staff Moderator
    2026-11-07T06:24:41.15+00:00

    Hi Ryan Healy,

    I can understand how concerning it is to keep seeing a monthly charge when neither account shows an active subscription, especially when the support process keeps sending you back to a sign-in page.

    Since the charge does not appear under either account, it may be linked to another Microsoft account, a family member’s purchase, or a subscription billed through another provider. Please use Microsoft’s unexpected charge support page. It includes options for people who cannot sign in, have forgotten their account details, or do not know which account is connected to the payment.

    If you cannot sign in to the support page with the affected account, you can try signing in with another working Microsoft account. Once connected to a support agent, explain that the billing issue concerns a different account that you are currently unable to access.

    Please note that this is a user-to-user support forum. Contributors cannot access billing records, identify the account connected to a card, cancel the charge, or arrange direct contact with a billing agent. Only Microsoft Billing Support can review the transaction securely.

    If you do not recognize or authorize the payment, contact your bank or card issuer as well and ask them to prevent additional charges. Avoid posting card details, email addresses, transaction references, or receipts publicly. Thank you so much for your understanding.     

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-11-06T21:01:59.8566667+00:00

    Use Microsoft’s Manage your payments → Investigate tool to identify the recurring charge, then open a billing-support chat from any Microsoft account that can sign in if the charged account is inaccessible. ^1^

    Identify the charge

    Since neither account shows the subscription, do not return to the subscription list. Instead:

    1. Open Manage your payments.
    2. Sign in with either working Microsoft account.
    3. Select Investigate.
    4. Enter or select the payment information requested to search for the charge.
    5. Note the charge’s date, exact amount, statement description, and billing source.

    This tool can help identify charges associated with recurring billing, purchases made by family members, retried payments, split orders, and in-app purchases. ^1^

    Reach a Microsoft billing agent by chat

    Avoid the phone loop and use the official support-routing page:

    1. Open Contact Microsoft Support.
    2. Enter Unknown recurring Microsoft 365 charge.
    3. Select Get Help.
    4. Scroll past the suggested articles and select Contact Support.
    5. Choose Microsoft 365 and Office, then the billing/subscription category offered.
    6. Select Chat with a support agent in your web browser, if available.

    Microsoft’s support page confirms that account and billing questions can be routed through Get Help, with chat offered where applicable. ^2^

    Because the original support link would not let you sign in, use a different Microsoft account that does work and explain that the charge cannot be found under either account. This approach is documented for the same combination of an unknown recurring charge and sign-in difficulty. ^3^

    Provide the agent privately with:

    • Exact charge amount and date
    • Bank-statement transaction description
    • Last four digits of the charged card
    • Any receipt or transaction reference
    • Email addresses already checked

    Do not post card details, receipts, email addresses, or account identifiers in this public forum.

    If no account can sign in

    Use Microsoft’s sign-in helper before opening support. It checks the email address or phone number and directs you to the appropriate recovery action. Microsoft support agents cannot send password-reset links or directly change protected account details. ^4^

    If Microsoft cannot locate the payment

    Check the statement to determine who actually processed it. If it was billed through Apple, Google, Amazon, a mobile carrier, or another retailer, that provider must trace and manage the charge.

    If the payment appears unauthorized, contact the bank or card issuer immediately, report the payment information as compromised, and ask them to prevent further charges. Merely disputing one transaction may not prevent another recurring charge. ^1^

    References

    1. How to investigate a billing charge from Microsoft | Microsoft Support
    2. Contact Microsoft customer support | Microsoft Support
    3. is a charge taken from my cellphone account every month but on my account there is no history of payments - Microsoft Q&A
    4. Microsoft account sign-in helper | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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