Getting the Service We Pay For?

Billing and payment issues for Microsoft Advertising, including unexpected or unclear charges, must be handled directly by Microsoft Advertising support and Client Finance, as community or documentation channels cannot access or adjust individual accounts.

For Microsoft Advertising (including Xandr/Monetize/Invest):

1. Historical billing documents and charges
   • For Monetize: In the UI, go to Network > Billing, then review the Invoices/Statements column for historical billing documents and to reconcile what has been charged versus delivered.
   • For Invest: In the UI, go to Services Network > Billing, then check the Invoices/Statements column.
2. Disputes, suspensions, and payout/netting
   • If there are questions about why charges occurred or why funds are being held, these are handled by Microsoft Advertising Client Finance and the account team. Reasons for any suspension or payment hold must be discussed with the Account Manager; Client Finance can determine what is owed and what will be paid.
   • If buying and selling through Microsoft Advertising, monthly netting can be enabled so that invoices and revenue are offset; this is requested via the Microsoft Advertising Customer Support Portal under the Client finance category.
3. Contacting Microsoft Advertising for billing/payment issues
   • For billing questions, unclear charges, or to update customer/billing information (for example, invoice recipients or entity name), sign in to the Microsoft Advertising Customer Support Portal:
     • Use the Client finance category and select the appropriate topic such as Resold revenue or seller payments or Update of customer information.
   • If on a new Microsoft Advertising contract, some updates (like distribution list or entity name changes) are handled by emailing the finance contact listed in the documentation (for example, gfsmastr@microsoft.com) with the reason for the change.
4. Investigating unrecognized or unexpected Microsoft charges
   • For consumer-facing Microsoft subscriptions and charges (outside of the Microsoft Advertising UI), unrecognized or unexpected charges can be investigated from the Microsoft account dashboard using Manage your payments and the guidance in How to investigate a billing charge from Microsoft. This helps determine which subscription or service a charge belongs to.
   • If a subscription was cancelled too close to the billing date (less than 2 days before), another charge may still occur in that cycle; the subscription end date can be checked at Subscriptions.

Because account-specific adjustments, refunds, or explanations for pre-authorizations and campaign behavior require access to billing and account data, the next step is to open a case with Microsoft Advertising via the Customer Support Portal and work with Client Finance and the account team to review:

• The specific pre-authorization holds on the card
• The campaigns that ran, their targeting, and associated charges
• Any potential credits, refunds, or configuration changes going forward.

References:

• Microsoft Monetize - Billing and settlement FAQ
• Microsoft Invest - Billing and Settlement FAQ
• Microsoft Monetize - Getting paid
• Unable to cancel your Microsoft subscription
• investigate a billing charge - Microsoft Q&A
• My credit card is being used by an unknown person to buy Xbox pass. How do I cancel the monthly payment? - Microsoft Q&A
• Fraud Charges - Microsoft Q&A
• Retroactive billing update inflated 20-day charges from ~$210 to $1,683 CAD without prior notification - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A