Billed twice

Contact Microsoft Support and request a refund for the duplicate payment while clearly stating that the valid Microsoft 365 subscription must remain active.

Request help from Microsoft Billing Support

1. Sign in to the Microsoft account used for Microsoft 365.
2. Open Contact Microsoft Support.
3. Enter “Microsoft 365 duplicate charge—refund one payment without cancelling subscription” and select Get Help.
4. If the automated suggestions do not resolve it, select Contact Support.
5. Choose Microsoft 365 and Office, then the billing/subscription category, and select the available chat or callback option. Microsoft documents this escalation route for double charges.^1^

Have these details ready:

• Dates and amounts of both payments
• Payment method’s last four digits
• Microsoft order numbers, if shown
• A bank or card statement showing both payments
• A clear instruction: “Refund only the unauthorized duplicate payment; do not cancel or change my active subscription.”

Do not use the subscription’s Cancel option: Microsoft’s normal subscription-refund process evaluates eligibility during cancellation, which is not the requested outcome here.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

Identify the second payment first

In the Microsoft account dashboard, open Payment options / Manage your payments and select Investigate for the unrecognized charge. Also review Order history for two transactions with the same or similar amount and date. If only one appears, the other payment may be associated with another Microsoft account using the same card.^1^ Microsoft’s charge-investigation guidance also identifies recurring billing, family purchases, retried payments, and in-app purchases as possible explanations.^3^

Conditional exceptions

• Apple, Google Play, Amazon, Best Buy, or another retailer billed the payment: request the refund from that retailer. Microsoft cannot refund a payment it did not receive.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support")
• Neither Microsoft Support nor the investigation tool can locate the unauthorized payment: contact the bank or card provider and report the payment information as potentially compromised. Merely disputing one transaction may not prevent additional fraudulent charges.^3^

This forum cannot access billing records or issue the refund; the signed-in billing-support route is required.

References

1. I've been charged twice | Microsoft Support
2. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
3. How to investigate a billing charge from Microsoft | Microsoft Support
4. [Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])