How to cancel a second account that I cannot sign in to

Hello Laney Saulnier,

Thank you for posting your question in the Microsoft Q&A forum!

I understand that you are having issue with unrecognized charge. I truly understand how you feel. Let me assist you further.

1. To identify the charge

• Sign in to your Microsoft account 1 > Order history: https://account.microsoft.com/billing/orders
• Check Services & subscriptions: https://account.microsoft.com/services
• If you have multiple Microsoft accounts, repeat steps 1–2 for each account (Outlook, Hotmail, Live, Gmail‑based Microsoft accounts).
• If you use Microsoft Family, check if another member made a purchase.

2. Recover access to the second account

Once you see the email (or partial email):

• Try signing in at: https://account.microsoft.com/services
• If you can’t:
  • Select Forgot username or Forgot password
  • Use the same card or phone number used for billing

3. Cancel the extra subscription

After signing in to the second account:

• Go to https://account.microsoft.com/services
• Under Microsoft 365 Personal
• Select Cancel subscription (or Turn off recurring billing if cancel isn’t shown)

This immediately stops future charges.

2. For refunding or further assistance, please contact support for the best assistance:

Once you’ve tried the steps above, you can also reach out directly to the Microsoft Support team. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to https://support.microsoft.com/home/contact
• Search for "Refund Microsoft 365 subscription" in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select Billing> Subscriptions> Charged unexpectedly / Refund
• Look for and select "Chat with a support agent in your web browser". Once connect, explain your situation clearly.

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Please understand that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft staff cannot directly intervene in Microsoft product features or access back‑end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. Still, I will do my best to assist you with everything I can.

To refund and check for refund eligible you can refer to this website, follow the steps instruction:

https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

To cancel a Microsoft 365 subscription, access to the Microsoft account that owns the subscription is required. Without being able to sign in to that second account, cancellation directly through Microsoft is very difficult because of account security protections.

Use these steps where possible:

1. Try to recover or sign in to the other account
   • Go to the Microsoft account dashboard: https://login.live.com/
   • Use the Can't sign in guided tool to recover the account: Start
   • Once signed in, go to the Services & subscriptions page (for example, https://account.microsoft.com/services) with that account.
   • Find the extra Microsoft 365 subscription and select Manage.
   • Select Cancel subscription (or Upgrade or Cancel) and follow the prompts.
2. If sign-in is not possible
   • If the account truly cannot be accessed or recovered, cancellation through Microsoft is unlikely because ownership cannot be verified.
   • In that case, cancel the recurring charge through the payment method (bank or card issuer) by disputing or blocking future recurring payments to Microsoft for that second subscription.
3. If the second subscription is already set to expire
   • When signed in to the correct account, if Turn on recurring billing is shown instead of Manage or Cancel, the subscription is already set to end on the date shown and will not be charged again; no further action is required.

If additional help is needed with the accessible account or billing in general, use the guidance under Payment and billing help from the Microsoft account support page.

References:

• Get help with your Microsoft account
• Cancel a Microsoft 365 subscription
• How to get a refund on a Microsoft subscription
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• I am paying for two subscriptions - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• Request refund - Microsoft Q&A