Close one account

Closing an account and getting a reimbursement for a home Microsoft 365 subscription requires direct contact with Microsoft Support, because billing and refunds cannot be handled in the user-to-user forums or by documentation alone.

Follow these steps to close the extra account/subscription and request reimbursement:

1. Identify which subscription to keep and which to close
   • Sign in to https://account.live.com separately with each email address.
   • Go to the Subscriptions section for each account and note which subscription you want to keep.
2. Turn off recurring billing or cancel the unwanted subscription (if you can sign in)
   • While signed in to the account you want to close the subscription for, go to Subscriptions.
   • Select Manage for the subscription you no longer want.
   • Use the option to cancel the subscription or turn off recurring billing, as described in similar scenarios:
     • “Canceling subscription doesn't remove your Microsoft account. Your account still stands.”
3. Contact Microsoft Support for billing and refund
   • Billing issues and reimbursements must be handled by Microsoft Support:
     • Go to the Microsoft Support contact page (for example, from the guidance: Contact – Microsoft Support).
     • Type Billing or Manage my subscription in the search box and press Enter.
     • Select Get Help, then Contact Support.
     • Choose Microsoft 365 & Office as the product and Manage my subscription (or similar) as the category.
     • Use Chat with a support agent or request a call back.
   • Clearly explain that there are two accounts/subscriptions, specify which one should be closed, and request reimbursement for the unwanted subscription charge.
4. If one subscription was purchased through a third party (like Amazon)
   • If the extra subscription was billed by a reseller, contact that reseller to cancel and request a refund, as in the example where a user contacted Amazon and had their subscription cancelled and refunded.
5. If needed, dispute charges with the bank/credit card
   • If support confirms they cannot refund or if charges look fraudulent, continue working with the bank/credit card provider to dispute the charge, as some users have done.

If access to one of the accounts is lost (no access to old email/phone), explain this to Support; they are the only channel that can securely verify ownership and take action on that account’s subscription and charges.

References:

• I realize I have 2 different accounts. How do I combine the 2? - Microsoft Q&A
• I am paying for two subscriptions - Microsoft Q&A
• Two accounts billed twice - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• How to close your Microsoft account
• Close your Outlook.com account
• Close your Microsoft business account
• Close your account, cancel your subscription, end your trial
• How to add or remove an account in Microsoft OneDrive