Unable to cancel recurring Microsoft charges – locked out of old business account and unable to reach support

Question

Unable to cancel recurring Microsoft charges – locked out of old business account and unable to reach support

Bryn Birgisdóttir 0

Hello,

I urgently need assistance from a Microsoft support representative.

Microsoft has been charging my personal credit card every month for a subscription I have not used for several years. The charges appear as "[Moderator note: Personally Identifiable Information removed]".

I suspect the subscription may be associated with an old Microsoft 365 business account:

[Moderator note: Personally Identifiable Information removed]@brynbirgis.onmicrosoft.com

However, I cannot confirm this because I no longer have access to the phone or Microsoft Authenticator registration associated with that account.

I have tried all available support channels:

I called Microsoft support in Iceland, but the automated system repeatedly ended the call.

I was directed to an online support form, but my request was rejected because the system could not verify that I was a Global Administrator.

I tried Microsoft's payment investigation tool, but it could not identify the charges.

I have been unable to contact a human support representative.

My bank has confirmed that it cannot stop the recurring charges without cancelling my entire credit card.

I need Microsoft to identify the subscription associated with these charges, cancel it and stop all future payments.

If necessary, I would also like assistance from the Data Protection / Tenant Recovery team to regain access to my old business account.

Could a Microsoft representative please help me open a support case or direct me to someone who can investigate the billing without requiring access to the locked account?

Thank you.

0 comments

1 answer

Your answer

Answer 1

Hi Bryn,

Just to briefly clarify before we go any further, I and other members of the community do not have access to user account settings, and cannot assist with logging in, changing access rights or directly escalate cases to the Data Protection team. For security and privacy reasons, connecting to the team requires opening a support request.

In situations like this, Microsoft support will typically need you to prove ownership of the account or tenant before they can discuss subscription details, assist with tenant recovery, or make changes to the subscription.

If you would like to regain access to the old onmicrosoft account, be prepared to provide information that may help verify ownership, such as:

Company, organization, or billing details previously associated with the tenant.
Subscription information, invoices, or billing records.
Credit card details used for payment (usually only partial card information is requested).
Previous administrator accounts that may have existed in the tenant.
Any Microsoft subscription confirmation emails, invoices, or order numbers you may still have.

Since you've already attempted to contact support by phone without success, one possible workaround is to create a new Microsoft 365 trial tenant and use that tenant to open a support request.

Here's how you can do it:

1/ Go to Microsoft 365 Business Plans & Pricing | Microsoft 365 (select "Try for free" in an enterprise subscription).

2/ Follow the instructions provided to create a trial tenant.

3/ Once the new tenant is created, go to the Microsoft 365 Admin Center > Help and Support to submit a support ticket, requesting to speak with the Data Protection Team on behalf of your original tenant.

4/ In the ticket description, explain that you need help identifying and stopping recurring charges that may be linked to an inaccessible Microsoft 365 tenant, and request assistance from the appropriate Billing Support or Data Protection team if ownership verification is required.

Here's a message you can use or adapt:

"I created this new tenant only to request assistance. I am being charged monthly on my personal credit card for a Microsoft subscription, and I suspect it may be associated with my old tenant.

I kindly ask that this case be routed to the appropriate Billing Support and/or Data Protection team so the subscription can be identified, the recurring charges investigated, and assistance provided with verifying my ownership of the original tenant if required.

I am available to provide any documentation needed, including billing records, payment information, tenant details, and proof of ownership, to support the investigation and recovery process."

Important Notes:

This new trial tenant will not give you access to any data or settings from your original locked-down tenant. It only serves as a temporary means of contacting Microsoft support.
Remember to cancel the trial subscription of the new tenant once the issue with the original account is resolved, to avoid unwanted charges. Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

I hope the information provided will help guide you in the right direction. While I can't take direct action, I sincerely hope that the steps and recommendations I've shared can assist you through the process.