Locked out of old account but have email and password, no longer have access to old email address

Contact Microsoft Support through Get Help and request a live chat for Microsoft 365 home subscription billing, using any Microsoft account you can currently access if the old account cannot complete verification.

Reach a live billing representative

1. Open Contact Microsoft customer support.
2. Under Microsoft technical support, select Get help.
3. Enter: Microsoft 365 annual charge on an inaccessible account—cancel and request refund.
4. Select Contact Support when offered.
5. Choose:
   • Microsoft 365 and Office
   • Manage my subscription or Billing and payments
   • Chat with a support agent in your web browser

Microsoft states that Get Help routes account and billing questions to the appropriate support option, which may include live chat.^1^

Have these details ready for the agent:

• The email address attached to the subscription
• Charge date, amount, and statement description
• Last four digits of the charged card
• Proof of payment or the relevant statement
• Subscription type, if known
• A working email address where support can contact you

Do not post payment details or the old account address in this public forum.

Account access and refund are separate issues

A billing representative can investigate the charge, but cannot bypass account security, issue a password-reset link, or change the old account’s security details.^2^

If support requires you to regain access:

1. Use Microsoft’s Sign-in Helper first.
2. If directed to account recovery, provide a different working email address.
3. Complete the recovery request from a device and location previously used with the old account, if possible.
4. Include as much historical information as possible. Microsoft sends the result to the working email within 24 hours. An unsuccessful request can be retried up to twice daily.^2^

If two-step verification was enabled and none of the alternate verification methods remain accessible, Microsoft states that support cannot override it. Continue with the billing-support request to address the charge, rather than asking the agent to reset the account.

Refund eligibility

For a subscription purchased directly from Microsoft, refund eligibility is normally determined during cancellation:

Services & subscriptions → Microsoft 365 → Manage → Cancel

The most recent recurring charge is generally refundable if cancellation occurs within 30 days after payment, limited to one such refund per Microsoft account and subscription product. Other eligibility and prorated-refund rules vary by country, subscription, and timing.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

Because you cannot currently access the purchasing account, ask the billing agent to:

• Locate the charge using the transaction and card information
• Stop future renewal
• Determine whether the latest annual payment qualifies for a refund
• Explain any account-verification requirement that remains

If Microsoft did not process the purchase

If the statement shows that the subscription was purchased through Apple, Google Play, Amazon, Best Buy, or another retailer, that retailer must handle cancellation and the refund; Microsoft cannot manage recurring billing or refund money paid to a third party.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support")

If Microsoft Support cannot locate the transaction and the charge is unauthorized, contact the card issuer to prevent additional charges. Microsoft advises contacting the payment provider when payment information may have been compromised.^5^

References

1. Contact Microsoft customer support | Microsoft Support
2. Help with the Microsoft account recovery form | Microsoft Support
3. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. [Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
5. How to investigate a billing charge from Microsoft | Microsoft Support