two accounts need to delete one

Contact Microsoft Billing Support while signed in with the account you can access, because cancellation normally requires the Microsoft account that purchased the subscription, but support can verify the payment details and help cancel the inaccessible account’s subscription.^1^

Contact billing support

1. Open Microsoft Support.
2. Sign in using your working Microsoft account.
3. Select Microsoft 365 and Get Home Support.
4. Enter billing or duplicate Microsoft 365 subscription.
5. Select Contact Support.
6. Choose options similar to Microsoft 365 and Office → Manage my subscription, then request Chat with a support agent in your web browser. Menu wording may vary.
7. Provide:
   • Both charges of $129.99, including their dates.
   • The last four digits of the payment card—never post the full number publicly.
   • The inaccessible account’s email address.
   • Any Microsoft order numbers shown on receipts or card statements.
   • A request to cancel the duplicate subscription, stop recurring billing, and check refund eligibility.

Do not ask merely to delete the old account: cancelling its Microsoft 365 subscription is the action that stops future subscription charges.

If you can recover the old account

Use Microsoft’s Sign-in Helper. If it directs you to the recovery form, supply a working contact email and complete it from a device and location previously used with the old account. Microsoft sends the recovery result to that working email, generally within 24 hours. Support agents cannot send password-reset links or bypass the account’s security information.^2^

After recovering access:

1. Open Services & subscriptions and sign in to the old account.
2. Find Microsoft 365 and select Cancel subscription or Upgrade or Cancel.
3. Select I don’t want my subscription and finish the confirmation.
4. If the page instead displays Turn on recurring billing, renewal is already disabled and the subscription will expire on the displayed date.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel a Microsoft 365 subscription | Microsoft Support")

Cancellation is required before Microsoft can determine refund eligibility, and not every cancellation produces a refund.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365")

Special cases

• Purchased in Germany: Microsoft provides a no-sign-in cancellation route at https://aka.ms/germancancel. This applies only if the subscription was acquired in Germany.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel a Microsoft 365 subscription | Microsoft Support")
• Purchased through Apple, Google Play, Amazon, or another retailer: cancellation and refunds must be handled by that provider rather than Microsoft.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Where can I manage my Microsoft 365 subscription? | Microsoft Support")
• Avoid cancelling the correct account’s subscription. Match the old email, payment date, and order details before support processes the cancellation.

References

1. I have been charged for two subscription but I am unable to login to one of the accounts as I don't recognise the email address it wants to use to login - Microsoft Q&A
2. Help with the Microsoft account recovery form | Microsoft Support
3. [Cancel a Microsoft 365 subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. [Microsoft 365](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
5. [Where can I manage my Microsoft 365 subscription? | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])