A fix please for my paid for but inoperable subscription to Microsoft 365 Basic

Question

A fix please for my paid for but inoperable subscription to Microsoft 365 Basic

Terry Downes 0

I use a windows 10 pc but mostly my Android phone for Outlook e.mail and storage etc. I swlitched to an annual sub. for 365 Basic in June. Come the end of July was told by on screen message that I no longer qualified for e.mail / storage . I tried to report my existing annual sub but no luck. So I temporarily bought another one month sub in order to continue my email etc. I've tried to get a refund for this temp sub but cannot without cancelling it first. Now my Subs page does not show my annual subscription at all but only the temp one which I cancelled ( it expires now on 9 Sept.) I HAVE NOT BEEN ABLE TO EXPLAIN THIS IN ONLINE CHAT SO THAT MICROSOFT CAN SORT IT OUT FOR ME. Im 77 years of age and can only just manage. What next please?

2 answers

Your answer

Answer 1

Hi, I'm John! I will help you with this.

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with billing-related concerns.

First, please make sure you’re signing in with the same Microsoft account you used when you bought the annual plan in June. On your Windows 10 PC, go to Services & subscriptions https://account.microsoft.com/services and check if the annual plan shows up there.

It’s also important to know that the Microsoft 365 Basic plan only gives you Outlook email, OneDrive storage, and support. It does not include Word, Excel, or other Office apps on mobile or PC, so those won’t work with this plan.

Since your subscription isn’t showing correctly, the next step is to contact Microsoft Support so they can check your account and fix or refund the subscription.

Here is the link: https://support.microsoft.com/home/contact
Type this keyword and press Enter: Contact Support.
At the bottom, click "Sign in to contact support" and sign in with your Personal Microsoft account (Not work or school account), or click "Contact Support" if you're already signed in.
In Product and services, select "Windows".
In Category, select "Technical support."
Click "Chat with a support agent in your web browser".

Should you need further information please let me know.

Click "Add comment" to let me know.

Regards,

John J.D.

Terry Downes 0 Reputation points

2025-11-19T04:28:47.5833333+00:00

Hi John JD. Just revisited here and found your answer. So sorry not to have responded beforehand. Your help is much appreciated. I had a phone call from m/s customer service very late at night and I moaned at him for calling so late. I then heard nothing more from them. Eventually my credit card company got my money back. M/s really caused me problems by not maintaining my subscription and interrupting my email service. They did not apologise. They might easily do this again to any customer and not explain themselves or apolgise which is not acceptable. But, thank you again for your helpful efforts. Regards Terry Downes

Answer 2

Douglas Lineham 0

You have the new VISA details There's nothing stopping you taking the $179.00. Just get on and do it. I am tired of telling you. I didn't think your people were stupid, but I am having to reconsider. Kind regards

Stefan Blom 323K Reputation points MVP Volunteer Moderator

2025-11-15T17:36:10.9466667+00:00

Douglas, keep in mind that you are not communicating with Microsoft here, but only with your fellow users. Sign in to your account and cancel your subscription, if you haven't already done so; see https://support.microsoft.com/en-us/office/cancel-a-microsoft-365-subscription-46e2634c-c64b-4c65-94b9-2cc9c960e91b. If necessary, go to https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93 .

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A fix please for my paid for but inoperable subscription to Microsoft 365 Basic

2 answers

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