Original account opened with email i no longer have access to, so i transferred account to new email, but it is not showing any information

Use Microsoft’s Manage your payments → Investigate function to identify the September 1 charge, because changing an email only preserves subscriptions when the new address was added as an alias of the original Microsoft account—not when a separate account was created.^1^

1. Investigate the charge through the billing workflow

1. Sign in with the current personal Microsoft account and open Manage your payments: https://go.microsoft.com/fwlink/?linkid=2246882
2. Select Investigate beside the unrecognized charge.
3. If nothing appears, sign out and repeat with every other personal Microsoft account that might have been used for the original purchase. Billing and order history only appear under the purchasing account.
4. Check the exact description on the card statement. Recurring billing is one possible reason for the charge, but purchases made by another person using the card or through an app can also be responsible.^1^

Do not post the card number, transaction reference, receipt, or other billing details in this public forum.

2. Determine whether the email was changed correctly

For a personal Microsoft account, changing the sign-in email should be done by adding the new address as an alias. Aliases share the same contacts, storage, subscriptions, settings, and password.^2^

Open https://account.live.com/names/manage and inspect Manage how you sign in to Microsoft:

• If the old and current addresses are listed there, they are aliases of one account, so the subscription should be managed from that account.
• If only the current address appears and the account has no old information, it is likely a different Microsoft account rather than a renamed sign-in. An alias cannot be used to transfer information between two separate accounts.^3^

Because the original address belonged to an old job, also consider whether it was a work or school account. Personal Microsoft accounts and Microsoft 365 work or school accounts cannot be merged; they can only exist side by side.^4^

3. Stop the subscription once the owning account is found

1. Open https://account.microsoft.com/services/microsoft365 using the account identified above.
2. Select Cancel subscription or Upgrade or Cancel.
3. Complete the cancellation prompts.
4. If the page instead says Turn on recurring billing, renewal is already disabled and the subscription will expire on the displayed date.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel a Microsoft 365 subscription | Microsoft Support")

If the statement or receipt shows that Microsoft 365 was purchased through Apple, Google Play, Amazon, or another retailer, cancellation and any refund request must be handled by that seller rather than through the Microsoft account page.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel a Microsoft 365 subscription | Microsoft Support")

4. Escalate specifically as an unidentified billing charge

Since general support already tried an account lookup without success, contact Microsoft Support again through the billing-charge investigation route rather than requesting another email-address lookup:

1. Open Microsoft’s Contact Support link: https://go.microsoft.com/fwlink/?linkid=2258619
2. Enter unrecognized recurring Microsoft 365 charge and select Get Help.
3. Select Contact Support and request billing assistance.
4. Privately provide the charge date, exact amount, complete statement descriptor, last four card digits, and any transaction reference or receipt.

Support agents cannot change account details or send password-reset links, but this is the appropriate escalation when the charge cannot be found under the accounts available to you.^2^ If there is concern that the payment information was used without authorization, contact the card issuer as well to prevent additional charges.^1^

References

1. How to investigate a billing charge from Microsoft
2. Change the email address for your Microsoft account | Microsoft Support
3. "Something went wrong" with error ADDriverStoreAccessNonLocalException | Microsoft Support
4. Which account do you want to use? | Microsoft Support
5. [Cancel a Microsoft 365 subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])