Double charged for Microsoft 365

One of the charges is likely associated with a separate billing source (for example, a Microsoft 365 subscription purchased directly from Microsoft on a credit card and another purchased through a third party such as PayPal or a retailer).

To resolve and request reversal/refund of one of the charges:

1. Investigate both charges
   1. Go to the Manage your payments page of the Microsoft account dashboard and select Investigate for the relevant payment method to identify what each charge is for and which Microsoft account or subscription it belongs to: https://go.microsoft.com/fwlink/?linkid=2246882
   2. Follow the guidance in How to investigate a billing charge from Microsoft to determine whether one of the charges is a duplicate or tied to a separate subscription: https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93
2. If one charge is from a third party (for example, Microsoft 365 purchased via a retailer or app store)
   • If the Microsoft 365 subscription was purchased through a third-party retailer (such as Amazon, Apple, Best Buy, Google Play, etc.), Microsoft cannot cancel or refund that subscription. Contact the third-party retailer directly to manage the subscription and request a refund, as described in Manage your Microsoft 365 subscription purchased through a third party.
3. Cancel the duplicate subscription and request a refund (for subscriptions purchased from Microsoft)
   1. Go to https://account.microsoft.com/services and sign in with the Microsoft account used for the subscription.
   2. Locate the duplicate Microsoft 365 or other Microsoft subscription and select Manage.
   3. Select Cancel (or Upgrade or Cancel) and follow the instructions to cancel.
   4. After cancellation, check refund eligibility using the guidance in How to get a refund on a Microsoft subscription. Not all cancellations result in a refund, and eligibility depends on subscription type, timing, and region.
4. If you still see double billing after investigation
   • If the duplicate charge is clearly for the same order from Microsoft (for example, same subscription and same period), contact Microsoft Store or Microsoft 365 billing support so the billing team can review and adjust charges where appropriate. For duplicate charges for the same order, Microsoft Store Support is the escalation path.
   • If neither Microsoft nor the third party can locate or correct one of the charges, contact the bank, credit card provider, or PayPal to dispute the transaction as a potential fraudulent or unauthorized charge. This may result in a chargeback (transaction reversal) handled by the financial institution.

When contacting support (Microsoft or the third-party retailer), have the Microsoft account email (if applicable), order numbers, and the PayPal and credit card transaction details ready so they can identify and reverse the correct duplicate charge.

References:

• How to investigate a billing charge from Microsoft
• Manage your Microsoft 365 subscription purchased through a third party
• How to get a refund on a Microsoft subscription
• What is a chargeback?
• Cancel an order or pre-order from Microsoft Store