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I cannot cancel my personal subscription

Philippa Rollo 0 Reputation points
2025-08-01T02:06:44.2866667+00:00

I am at my wits end. I've received a notification for my annual personal account renewal (this is my work account and the only way i seem to be able to access any support) and try as I might i can't reset my password to sign in and cancel. Each time I try i get the same error message (attached) Screenshot 2025-08-01 at 11.38.17 AM.png

I've provided my email, the code sent there and then once i input the code a new compliant password - then the same error.

It's ridiculous that i'm at the point where i'm about to be charged and literally can't cancel - I've gone through the password reset process probably 50 times and each time get to the same point at which it tells me my session has expired. Please help!

Microsoft 365 and Office | Subscription, account, billing | For home | MacOS

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  1. Xavier-D 800 Reputation points Microsoft External Staff Moderator
    2025-08-01T06:37:13.0566667+00:00

    Hello Philippa Rollo,

    Welcome to Microsoft Q&A

    Does your account have alternate way to sign in? Such as Authenticator App, SMS text message, Alternate Email Address. If yes, then you could try use such method to sign in.

    Refer to this site for info on alternate sign in method:

    https://support.microsoft.com/en-us/account-billing/sign-in-using-two-step-verification-or-security-info-1d8fd1e8-56a6-4e88-a06f-61a15824b604

    Use the account that you still have access to get in contact with Microsoft Support Chat for further assistance:

    1. Open a website link - Contact - Microsoft Support 
    2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
    3. In this section, you will need to sign in to your Microsoft account. 
    4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
    5. You can select " Chat with a support agent in your web browser " to access the chat window.  Contact - Microsoft Support.

    Best Regards,

    Xavier-Microsoft Q&A Support Specialist.

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