How can I cancel my Microsoft 365 Family subscription if I can't access my account?

Hi Serena,

This is April, I'll be happy to assist you. Sorry to hear that you're having issue with Microsoft 365 Family subscription charges. Let me help you out.

Based on the description you provided, you are being charged on the subscription that you no longer use, and you can't cancel it since the Microsoft account is not accessible.

Do you have access to the Gmail email address associated to your Microsoft account? If yes, you may use it to verify your Microsoft account to cancel your Microsoft 365 Family subscription.

To help you with cancellation, you need to contact Microsoft Accounts and Billing support via chat.

For your convenience, let me provide you steps to reach billing support:

First is to sign to Microsoft account and access this page: https://support.microsoft.com/en-us/home/contact

Make sure that you are login to a Microsoft account that you can access in order to get a "Chat support"

1. Enter your issue and click Get Help
2. Click "Contact Support" that you will see on the lower part of the page
3. Under "Products and Services", click "Select your product or service" and select the product you want to ask about. You can select "Microsoft 365 and Office"
4. Under “Category”, click “Select your support category” and select the category you want to ask about. Select "Cancel/Manage my subscription"
5. Press Confirm
6. Press Chat with a support agent in your web browser

Rest assured that they will do their best to help you with Microsoft 365 Family cancellation.

If you need further assistance you can reply to this message. We’re here to help, and we appreciate your continued trust in us.

Warm Regards,

April P.

Independent Advisor

Hi April,

Thank you for the solution suggested, but I can't follow the process you indicated.

When I scroll down the page at step 2, I need to log into an account.

If I log in with my work account, I get this message:*
You're signed in to a work or school account. Please contact your system admin, who can talk to a support agent and open a service request for this account. If you need help with a personal account, sign into that account to open a service request for yourself. You can also search for answers in our  community forums.*

As mentioned, I cannot sign into my personal account, so I am back to square one.

Is there any other wat to contact support without being signed in?

Thank you,

Serena

Hi Serena,

The only way to reach Microsoft live chat support is by signing in to a Microsoft account. I suggest creating temporary Microsoft account that you can use as your contact email. Here is the link to sign up: https://signup.live.com

Thank you,

April P.

Independent Advisor

If you have multiple accounts, which many people do, you can try each of them at https://account.microsoft.com/services and see if you are able to sign in. With a bit of luck, you will find the correct account—the one where your subscription details are stored. These are often hotmail.com or outlook.com accounts, but it is possible for a third-party e-mail, such as gmal.com, to be associated with a Microsoft subscription.

Note that any Microsoft e-mail which you haven't used at all in years may be permanently closed by now, which complicates matters a bit.

As April Pascual suggested, you may have to set up a new personal e-mail account (outlook.com) and use it to initiate contact with Microsoft support. In particular, note that you can't use a work e-mail.