Billing Issue - Being Billed for both Family and Personal Office 365

Cris Vitsorek 0 Reputation points
2026-11-11T14:06:49.4666667+00:00

My credit card shows being billed in September for Office 365 family and October for Office 365 Personal ($99). In Manage accounts I only see the family. I can not find any other user with a Microsoft account (re: Manage Account) that has this subscription. Not sure how to proceed.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. AI answer

    2026-11-11T14:07:05.27+00:00

    This usually means there are two separate subscriptions, two Microsoft accounts, or one subscription purchased through a different billing provider.

    1. Sign in to Services & subscriptions at https://account.microsoft.com/services using the Microsoft account normally used for Microsoft 365.
      • If only Microsoft 365 Family appears, that account is not showing the Personal subscription.
    2. Check Order history for the same account to confirm which charge belongs to that account.
      • Look for purchases close to the September and October charges.
    3. If the Personal subscription does not appear, sign in to https://account.microsoft.com/services with any other Microsoft accounts that may have been used previously.
      • Multiple charges can happen when more than one Microsoft account uses the same credit card.
    4. If the subscription was bought through a third party such as Apple, Google, Amazon, or another retailer, it must be managed with that provider directly.
      • In that case, Microsoft billing management options may be limited or missing.
    5. If the charge is still not identified, use Manage your payments and select Investigate to search for the charge.
    6. If a duplicate or unwanted subscription is found in a Microsoft account:
      • Go to Services & subscriptions
      • Select Manage for that subscription
      • Choose Cancel subscription or Turn off recurring billing, depending on what is shown
    7. If recurring billing is turned off, the subscription remains usable until its expiry date.

    If the charge cannot be matched to any account, contact Microsoft Support through Contact Support. If there is concern that the card was used without authorization, contact the bank or payment provider to prevent further charges.

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

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  2. DaveM121 947.9K Reputation points Independent Advisor
    2026-11-11T14:41:20.7833333+00:00

    Hi Cris,

    1

    Using any Microsoft account you may have, try using the steps they provide on this link to find out what that second payment was for.

    https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

    2

    If you are still unable to resolve that second payment problem, this forum is just a user to user forum, no-one here has any account access, you will need to contact Microsoft Support directly, try using this method to contact their support.

    Go to this link: https://support.microsoft.com/contactus

    Select Microsoft 365

    Click 'Get Home Support'.

    In the box provided, type billing.

    Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

    Navigate to Microsoft 365 and Office - Manage my Subscription.

    Select the 'Chat with support agent in web browser' option

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