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I want to talk to someone about charges on my credit card on a blocked account.

Kian Canessa 20 Reputation points
2025-12-08T01:58:11.31+00:00

I was in Peru with my wife and created a account to use Game Pass, but the account had location issues; it said the account was blocked, but Game Pass has continued to charge me the whole time.

How can I get a refund?

Moved from: System Center Operations Manager

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Darhyl Amizola 26,405 Reputation points Independent Advisor
    2025-12-08T13:25:38.38+00:00

    Hey there! Nice to meet you!

    The account may have been temporarily blocked due to unusual activity, possibly because you are signing in from a new location.

    You will need to perform these steps to resolve this error:

    1. Perform a password reset/account recovery using an InPrivate window or Incognito. Also, try using different devices and network services. Sign in to account.microsoft.com > click on Forgot Password > verify your identity using your verification methods > then reset the password.
    2. If it doesn't work, wait 24 hours to perform another password reset, but please make sure not to reset the password within that timeframe, as this may reset the lock cooldown.
    3. If it doesn't work, try waiting exactly 48 hours before requesting another account recovery or resetting the password.

    Important: The account recovery webform will not work if your account has an active 2FA.

    Once you have regained access to the account, you can check if the subscription is eligible for a refund through this link:

    https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

    Also, I recommend checking this article for tips on accessing your account when you travel: https://support.microsoft.com/office/how-to-access-outlook-com-when-traveling-c44f16da-7156-4890-853c-286aafeda87e

    Lastly, please be advised that unless the account owner is able to access the account, subscription cancellation is not possible, and Microsoft personnel cannot retrieve this information.

    If you are no longer able to recover your account, you will need to reach out directly to your bank and request to freeze all charges from Microsoft, cancelling the subscription on its expiration.

    You may also need to request a new payment method.

    Thank you for your understanding! Please feel free to let me know if you need anything else.

    Best regards,

    Darhyl

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  1. Q&A Assist
    2025-12-08T01:58:30.5466667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    To address the charges on your credit card for a blocked account, you will need to follow these steps:

    1. Contact Microsoft Support: Since your account is blocked, reaching out to Microsoft Support directly is crucial. They can assist you with account issues and provide information regarding the charges.
    2. Request a Refund: When you contact support, explain your situation clearly, including the location issues and the fact that you were charged despite the account being blocked. They will guide you through the refund process based on their policies.
    3. Check Refund Eligibility: Microsoft has specific criteria for refunds, which may include the time since the charge and the nature of the service. Make sure to inquire about these criteria during your conversation with support.
    4. Document Everything: Keep records of your communications with Microsoft Support, including dates, times, and the names of representatives you speak with. This documentation can be helpful if you need to escalate the issue.
    5. Monitor Your Account: After your request, keep an eye on your credit card statements to ensure that any agreed-upon refunds are processed.

    If you need further assistance, consider checking the Microsoft Store's refund policies or their help pages for more detailed guidance.

    References:

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