Charged twice when upgrading subscriptions

stacey holmes 20 Reputation points
2026-11-04T08:34:48.5966667+00:00

Good morning. My subscription upgraded on 2/11 and was taken from my bank account. On the 3/11 I upgraded to family subscription and used a different bank account which has deducted the full amount. So I have paid for 2 subscriptions but there in only the upgraded subscription on my MS account. Do I just wait for the first amount to be refunded or can I contact a department to help?

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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AI answer

2026-11-04T08:35:11.52+00:00

If only the Family subscription now appears in Services & subscriptions, the earlier charge may be one of these supported cases:

  1. A previous payment was retried and posted close to the next one.
  2. The two charges may be tied to different Microsoft accounts using different payment methods.
  3. The upgrade replaced the earlier subscription, so only the upgraded plan is shown in the account.

Use this check first:

  1. Go to your Microsoft account order history and review charges around 2/11 and 3/11.
  2. Confirm whether there are two separate purchases or only one subscription with closely timed payments.
  3. If the earlier charge does not appear in that account’s order history, go to Payment options and select Investigate to check whether another Microsoft account used that bank card.
  4. Also check Services & subscriptions at https://account.microsoft.com/services using the Microsoft account that made the purchase. If Manage, Cancel, or Change payment appears, that subscription is billed by Microsoft.

For a refund:

  • Refund eligibility is determined during cancellation.
  • Not all cancellations result in a refund.
  • In most cases, a refund may be available within 30 days of the initial purchase or before the first recurring billing date, whichever is sooner.
  • A refund of the most recent recurring billing charge may also be available if cancellation happens within 30 days after payment, limited to one time per Microsoft account, per subscription product.

If the extra charge is for a Microsoft-billed subscription, sign in with the purchasing account, open Services & subscriptions, select the subscription, then Manage > Cancel. During cancellation, Microsoft indicates whether that charge qualifies for a refund.

If the charge is not visible in the current account, or the refund is not automatically resolved through cancellation, contact Microsoft Support through Contact Support for billing help.

If the subscription was bought through Apple, Google Play, or another retailer, cancellation and refund must be handled by that provider, not Microsoft.

AI-generated content may be incorrect. Read our transparency notes for more information.

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  1. Estrella721 47,570 Reputation points Independent Advisor
    2026-11-04T09:14:42.7266667+00:00

    Hi,

    You may be eligible for a refund if you subscribed within the last 30 days and then cancelled, depending on the circumstances.

    Was your first subscription an annual or monthly plan?

    Did you cancel your first subscription before subscribing to Microsoft 365 Family and paying the full amount?

    Please sign in to your Microsoft account: https://account.microsoft.com/services

    Look for your first subscription and click Manage. Do you see an option to cancel it?

    Was this answer helpful?

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