How to cancel subscription on old account with deactivated gmail address?

Reign Matthews 25 Reputation points
2025-10-22T19:47:35.8166667+00:00

So...

I've made a stupid mistake, essentially, I had an old Microsoft account under a gmail account I have recently deactivated due to it using a name that I no longer use. However, this microsoft account was still logged in on my computer, and was tied to the Xbox app. Not realising this, I signed up for the free trial for Game Pass, thinking that I could just cancel it before it charged me... but you're not actually able to cancel this within the Xbox app, it just takes you to Microsoft where obviously, I was unable to log in. This account is old and I have long since forgotten the password, and the backup email linked to it is also one I've deactivated. So I have no way of accessing this old account, and when I try and do the account recovery form, I get rejected each time! I haven't used this account in probably over 8 years so... I can't imagine anyone would remember the kind of questions they ask on there.

Is there any solution? I just want to cancel this repeat payment, I obviously have proof of the Paypal account I'm using to pay for it, so surely there is some way to remedy this issue!

(not sure if I've put this in the right category because there are about 8 million)

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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Answer accepted by question author
Anonymous
2025-10-23T03:45:34.7166667+00:00

Hi Reign Matthews,

Thanks for posting your question on Microsoft Q&A.

I do apologize for your billing situation. Based on your words, you are no longer to access the old account, even the alternative account is the one you already deactivated.

As you cannot login to Microsoft account to cancel the subscription, and you are unable to fill out the Recovery Form. The best course of action here is contact your card provider to cancel the subscription.

For PayPal using, you can log in to your current and active account. Then, go to the Settings of Payment to cancel your subscription directly. Or else, contact PayPal customer service to help you cancel it.

Please also prepare all the needed information, such as proofs of payment, bank statement if they asked you to provide.

The last option if PayPal cannot help you or you have waited for too long. Contact your bank and dispute the charge with them.

I hope you can solve the problem smoothly.

Kind regards,

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