Microsoft cancelled my subscription

Do not purchase another subscription; because the annual payment is missing from the signed-in account and the expiration date is incorrect, contact Microsoft Support to trace the payment and correct the subscription entitlement. Microsoft specifically directs customers to Support when the online expiration date is wrong after renewal.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "A subscription notice appears when I open a Microsoft 365 application | Microsoft Support")

Before contacting Support

1. Check any other Microsoft account you may have used
   • Sign out of the current Microsoft account.
   • Sign in with every other personal address you use, including an Outlook/Hotmail address or a Gmail/Yahoo address registered as a Microsoft account.
   • Check Services & subscriptions and Payment & billing → Order history under each account.
   Microsoft 365 purchases are attached to the account used for the transaction. Microsoft notes that a payment visible on a bank statement but absent from one account can belong to another account using the same card.^2^
2. Identify who processed the payment
   • Review the June 20 bank or card statement and receipt.
   • If the seller was Apple, Google, Amazon, another retailer, or another billing platform, the purchase might not appear in Microsoft order history. Payment issues must then be handled by that seller.^3^
   • If the statement identifies Microsoft as the merchant, proceed to Microsoft Support.
3. Prepare evidence
   • Charge date and amount
   • Merchant description exactly as shown on the statement
   • Last four card digits only
   • Renewal email or receipt
   • Screenshot showing the September 22 expiration date
   Do not post the full card number, receipt/order number, email address, or phone number publicly.

Contact Microsoft billing support

1. Open Microsoft Support.
2. Select Microsoft 365 and then Get Home Support.
3. Enter paid subscription missing from order history and incorrect expiration date.
4. Select Sign in to Contact Support.
5. Choose Microsoft 365 and Office → Manage my subscription.
6. Select Chat with a support agent in your web browser.^4^

Ask the agent to:

• Trace the June 20 charge using its amount, payment method, and merchant reference.
• Identify the Microsoft account or external seller associated with it.
• Restore or correct the annual Microsoft 365 entitlement if Microsoft processed the payment.
• Provide a case number and written confirmation of the corrected renewal date.

This public forum cannot access billing records or arrange an email/phone response, so the contact details included in the post should be removed for privacy.

References

1. [A subscription notice appears when I open a Microsoft 365 application | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
2. I've been charged twice | Microsoft Support
3. In-app purchases with non-Microsoft billing platforms | Microsoft Support
4. Billing problem - Microsoft Q&A