unknown, recurring charge on credit card

Question

unknown, recurring charge on credit card

EMR Administration 0

There is a recurring payment for Xbox Game Pass being charged to my credit card. I checked my Micrsoft account but the payment is not in purchase history, there is an xbox profile attached to my microsoft account but the email address associated with the profile: [moderator's note: PII removed]@gmail.com is not mine or any of my family members. I have searched for all email addresses I may have had with gmail and this one does not show, Also, I do not have an Xbox. The payment first showed on my credit card account as Microsoft Ultimate but has later changed to Xbox Game Pass. How do I resolve this, or speak to someone at Microsoft to get it resolved?

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2 answers

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Answer 1

For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

Hi EMR Administration,

I understand how concerning it is to see a recurring Xbox Game Pass charge when the subscription does not appear in your Microsoft account.

Since the charge may be linked to a different Microsoft account, please use Microsoft’s official Investigate a billing charge option. You can also open the Microsoft Support contact page and select Investigate a charge on any card you own.

Please note that this is a user-to-user support forum, so contributors cannot access billing records, identify the account using your card, or cancel the subscription for you. If Microsoft Support cannot locate or stop the charge, contact your card issuer promptly to dispute the transactions, block further charges, and ask whether the card should be replaced.

Do not post the full Gmail address, card details, bank statement, or transaction information publicly. Thank you so much for your understanding.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

Check all Microsoft accounts and order history again for the charge. Also check whether another family member or another account is using the same card. Microsoft notes that if a charge is not in one account’s order history, it may be on another account using that card.
In the Microsoft account payment area, use Investigate on the Manage your payments page to look into an unrecognized charge:
- Go to the Manage your payments page.
- Select Investigate.
If the charge still does not appear in any Microsoft account, treat it as an unauthorized use of the card on someone else’s Microsoft account. In that case, contact the card issuer or bank immediately to:
- dispute the transactions
- block future Microsoft/Xbox charges if needed
- request a replacement card
Check recent card activity carefully for any other suspicious transactions, including small test charges. If fraudulent transactions are found, challenge them promptly through the bank or card provider.
To speak with Microsoft, use Contact Support:
- Go to Contact Microsoft Support
- Enter the problem and select Get Help
- If needed, select Contact Support to reach the best support option
If Microsoft support cannot locate the subscription because it is tied to a different person’s account, the bank dispute process is the correct path. Microsoft can respond through that official dispute process.

Do not rely on the unfamiliar Gmail address shown on the profile as proof of ownership. The immediate priority is stopping unauthorized card use and disputing charges.

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