I need to chat to someone about 365 family billing

Question

I need to chat to someone about 365 family billing

Michael Fazackerley 0

My 365 Family subscription auto-renews on 11th January each year, it last renewed on 11th Jan 2026 at £104.99. I dowloaded the Teams app today and a second subscription amount of £104.99 has been paid in error. I need to chat to someone to get this second payment refunded.

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Answer 1

Chloe-V 15,075 Microsoft External Staff Moderator

Hi @Michael Fazackerley

I’m sorry to hear that you were charged an additional £104.99, especially since your Microsoft 365 Family subscription had already renewed on 11 January 2026.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

As this is a billing and refund request, please contact Microsoft Billing Support through live chat:

Select Show expanded list of products
Choose Office > Get Home support
Type live chat in the search box, then select Get Help > Contact Support
If you can’t sign in to the affected account, you may sign in with a different Microsoft account to access support options
Ask our Support Assistant > Type "Talk to live chat agent" > Contact Support
Under Products & Services, select Microsoft 365 and Office > Billing and Account Profile Question, then choose Chat with a support agent via web browser

Before cancelling anything, please make sure the unwanted subscription has been correctly identified so that your existing Microsoft 365 Family subscription is not affected.

I hope the billing team can help review the second payment and process the appropriate refund.

Michael Fazackerley 0 Reputation points

2026-11-04T08:05:05.1833333+00:00

Nice answer thank you, but when I follow your instructions I keep getting this message, no matter what time of day I make the attempt. I'm not sure why the live-chat service would only be available from midnight to 11am, but I just tried at 8am and got the same message.

We're here for you. Talk to a Microsoft Advisor to get answers to any questions you have about using your software. Microsoft Advisor assistance is free.

Chat is currently unavailable

Hours of operation:

Monday - Sunday:** 00:00 - 11:00**

The time is displayed in time zone (UTC+00:00) Dublin, Edinburgh, Lisbon, London.
Chloe-V 15,075 Reputation points Microsoft External Staff Moderator

2026-11-04T23:39:52.04+00:00

Hi @Michael Fazackerley

Thank you for the update.

Since the chat is still showing as unavailable even when you try during the listed hours, please try clearing your browser’s cache and cookies, then reopen the support page.

You can also try accessing the page using an InPrivate/Incognito window or a different browser to see if the chat option becomes available.

If the same message still appears, please try again a little later.