Cancer ms 365 premium while forget the log in name

Dear @y uyen pham,

Thank you for posting your question in the Microsoft Q&A forum.

When you see unexpected charges from Microsoft in a statement from your bank, credit card, or any other payment provider, we want to help you resolve your question as quickly as possible.

Before giving you the best solution, could you please confirm these questions below to help me diagnose the issue more effectively: 

• Do you still have access to any Microsoft account linked to the yearly Family plan?

Do you recall if the monthly charge started after you downloaded Office 365 for new features?

Is the monthly charge amount the same every time, and what currency is shown?

• Do you have any email receipts or renewal notices from Microsoft or a retailer?
• Can you log-in to your Microsoft account (Family subscription)?
• If yes, log into your Microsoft account on this link, do you find your Microsoft 365 subscription listed there? https://account.microsoft.com/services/. Also, check the Billing and Order section on your account on this link: https://account.microsoft.com/billing/orders

In the meantime, here are some steps I recommend you look through:

Step 1: Firstly, let's figure out what is charging you. I recommend you check the card statement descriptor (e.g., “MICROSOFT*SUBSCRIPTION”):

If the subscription was bought directly from Microsoft, you can investigate unknown charges and see which account is responsible from your Microsoft account dashboard’s Manage your payments page.

If the subscription was bought from Apple App Store / Google Play / or a retailer (e.g., Amazon), refunds/cancellations must be handled by that store (Apple/Google/Amazon).

Step 2: If you don't recognize a charge on your account, go to the Manage your payments page of your Microsoft account dashboard and select "Investigate". Learn more.

For more information, please refer to How to investigate a billing charge from Microsoft

Note: If you believe someone has acquired your payment info, contact your bank or your payment provider to prevent more charges. Tell them your credit card has been stolen or compromised. If you only dispute the charges, there's nothing to prevent the fraudulent charges from happening again.

Step 3: If you can't find any business subscription that charged you, since cancel subscription and refund request things need action/approval from Billing team, so I highly recommend you have to raise the support ticket to Billing Team.

Here's Microsoft Official Support site: go to https://support.microsoft.com/en-us/contactus > choose Office > Home support > enter your problem and select Get Help > select Contact Support to be routed to the best support option.

Note: If you cannot sign in, I recommend you create a new account

Moreover, since you said that this might be Microsoft premium 365 with business subscription, you can try creating a new, temporary Microsoft 365 business account to contact the support team online. 

• Sign up for a new Microsoft 365 Business trial using this link: Compare All Microsoft 365 Plans. You will need to use a different, personal email address to register. 
• Once the trial account is created, log in to its Admin Center. 
• From the Admin Center, open a new Service Request. 
• In the ticket description, explain that another Microsoft premium 365 with business was charged your card unexpectedly and that you need to speak with the Billing team to cancel and get refund.
• They have the necessary tools to: Identify the account tied to the charge, Cancel the subscription immediately, and Review refund eligibility
• For reference:  Get support | Microsoft Docs   

Important: Please remember to cancel the trial subscription after your original account issue is resolved to avoid any future charges. 

Please understand that as forum moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps guide you in the right direction, and we're always here to assist as much as we can within our scope.  

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. If I misunderstand anything, please feel free to reach out.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward for your reply.

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