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My ms365 subscr does not show in my account, how can I get help from microsoft to find it?

Kendall L. McCarty 0 Reputation points
2025-10-16T22:02:55.2+00:00

Microsoft email says my ms365 subscr renews and I want to change it from family to individual, BUT it doesn't show in my account, so I can't make any changes. I can't seem to get to any chat help without going through defining a problem related to a PRODUCT, but my problem is with my ACCOUNT. They obviously know I have the product because they emailed me about it's pending renewal, yet in my account, they don't show any products but offer me a free trial of ms365.

NONE of the menus (including the "tag" option above have any system or account options, only products. (I've picked community center because if it's a product, I've never heard of it, so hopefully it really means it goes to the whole community)

Is there any way to get support on this issue? Thanks very much.

Microsoft 365 and Office | Subscription, account, billing | For home | Android
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  1. Ami-T 3,945 Reputation points Microsoft External Staff Moderator
    2025-10-17T04:33:00.12+00:00

    Hi Kendall L. McCarty,

    Thanks for posting your situation on Microsoft Q&A,

    Based on your description, I understand that you would like to change your Family subscription to Personal subscription, but you are unable to do so.

    Firstly, could you please help me check whether you are the owner of your subscription or not? If you are the owner, you can check your account your account status at this Link, and switch your subscription by following these guidelines: Switch between Microsoft 365 subscriptions

    Switching to Microsoft 365 Personal and Family Classic Plans

    Where can I manage my Microsoft 365 subscription?

    In case, you are not, you have to contact to the owner of your Family Subscription and asked them to manage your account.

    If the above ways don't work, your best course of action is contact Microsoft Support directly.

    Click this link: https://support.microsoft.com/contactus/

    Sign in to your Microsoft account. Make sure you log in with your personal account.

    Select the product you need help with. Type "Microsoft Office 365" to search and click "Sign in to contact support" at the bottom of the page.

    Under Products and Services, select "Microsoft 365 and Office".

    Under Categories, select "Manage my Account" and click Confirm.

    Click on "Chat with a support agent in your web browser". Follow the prompts to connect with a live agent.

    To access the full range of support options, including chat, please contact them during business hours which are Monday to Friday from 9 AM to 5 PM local time.

    I hope you can solve the problem smoothly.

    Kind regards,

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