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Cannot cancel subscription or get refund due to Microsoft Account I cannot access or recover.

Alex Cousen 0 Reputation points
2026-04-08T19:18:05.18+00:00

Hi there,

A few years ago (April 2023 I think) I tried to sort a Microsoft 365 subscription via a new Microsoft Account. For one reason or another, the activation failed and the account was never verified. So I set up another subscription with an old account. However it turns out that the subscription was set up from the new account and I was being charged. So tried to log back into the new account but now cannot access the new account because it wasn't verified. I cannot seem to recover it either using any info I have using the Microsoft recovery tool. Hence I am now paying for a subscription from an account I cannot access or recover. I cannot seem to cancel the subscription.

It now seems I have an annual battle with Microsoft to get this sorted. In April 2025, I tried to stop the payment through my bank but after raising this with the bank and then discussing with Microsoft, it was determined that Microsoft would have to be the ones to sort it and would give no refund. I eventually spoke to an actual person who said they had stopped the account and the subscription so thought it was all sorted. However, come April 2026, I am still being charged.

I still cannot recover the account the subscription was made from and therefore cannot cancel the subscription. I can see from my old account (which I use for my actual Microsoft 365 subscription) that the bank card I use to pay for the new account subscription is linked to this new account but still Microsoft cannot recover it and therefore the subscription still lives and I am still being charged.

I want to close this account and stop this subscription. How do I do this? Last year actually speaking to someone at Microsoft helped.

Cheers

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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  1. Xavier-D 6,385 Reputation points Microsoft External Staff Moderator
    2026-04-09T00:58:26.7533333+00:00

    Hello Alex Cousen

    I can see that you can't cancel subscription or get refund due to unable to access or recover Microsoft Account.

    Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

    Because of this, contacting Microsoft support for further assistance on this issue is the best option for you:

    1. Open a website link - Contact - Microsoft Support 
    2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
    3. In this section, you will need to sign in to your Microsoft account. 
    4. Select "Microsoft 365 and Office" under Products & Services, select "Manage my Subscription" as the category, and click to confirm 
    5. You can select " Chat with a support agent in your web browser " to access the chat window. 

    I hope you can get the support you need.

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