Billed twice

Check whether both payments appear in your Microsoft account’s order history, then contact Microsoft Support to request a refund of the confirmed duplicate charge—there is no need to cancel the subscription you want to keep.

1. Identify both charges

1. Sign in to your Microsoft account and open Order history.
2. Compare it with your bank or card statement, including:
   • Amount and date of each charge
   • Payment method
   • Microsoft order or transaction number
3. If only one charge appears in Order history, open Payment options and select Investigate. This can locate another Microsoft account—such as a family member’s account—using the same card.^1^
4. Repeat the check for any other Microsoft accounts you use.

Two closely timed payments can also represent a previously declined payment being collected later followed by the next regular payment. Compare the number of payments over the preceding months with your billing frequency before treating it as a duplicate.^1^

2. Request the duplicate-charge refund

If Order history confirms two payments for the same subscription period:

1. Open Microsoft’s Contact Support option from the billing-charge help page.
2. Enter duplicate Microsoft 365 charge and select Get Help.
3. If the automated guidance does not resolve it, select Contact Support.
4. Choose the Microsoft 365 billing/subscription category and request chat or another offered contact method.
5. Provide both charge dates, amounts, payment method, and order or transaction numbers.
6. State explicitly: “Please refund only the duplicate payment. Do not cancel my active Microsoft 365 subscription.”

Microsoft’s billing guidance directs unresolved charges to Contact Support.^2^

Do not use Services & subscriptions → Manage → Cancel for this request. That route evaluates a subscription refund through cancellation, which does not match your goal of keeping the subscription active.

If one charge came from another seller

If either payment was made through Apple, Google Play, Amazon, Best Buy, or another retailer, request that payment’s refund from the retailer. Microsoft cannot refund a payment it did not receive.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support")

If Microsoft Support cannot locate the second transaction under any account and you do not recognize it, contact your bank or payment provider promptly to investigate and prevent further unauthorized charges.^2^

References

1. I've been charged twice | Microsoft Support
2. How to investigate a billing charge from Microsoft | Microsoft Support
3. [Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])