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I cant change my payment method.

Phil Clark 20 Reputation points
2026-04-09T12:41:25.26+00:00

I pay monthly by debit card and i need to change it as I will be closing the account soon. The payments are being taken but there are no transactions showing on my account. Please help as i'm going around in circles. I have phoned but that is useless, it gives me web address and hangs up. Why is it so difficult to answer the phone?!!!!!!!

Microsoft 365 and Office | Subscription, account, billing | Other | Other
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  1. Darhyl Amizola 37,985 Reputation points Independent Advisor
    2026-04-09T13:18:20.2666667+00:00

    Hey there! Nice to meet you!

    Based on your description, the recurring charge is active on a different account.

    Kindly follow the guide on the official Microsoft website to investigate and locate the charge from Microsoft on this link:

    https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

    If you're able to find the transaction and if this happens to be a forgotten subscription renewal, you can check if it 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

    You may also try contacting Microsoft Support for further assistance in tracking the transaction:

    https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

    Type "Billing Issue" > click "Get Help" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

    If you and the Support Team are unable to find the transaction in all of your accounts, you'll need to contact your financial institution/bank directly to dispute it, and they may process a refund, as this would be considered a fraudulent charge.

    You may also need to have your card blocked and request a new one.

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

    Best regards,

    Darhyl

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  1. Phil Clark 20 Reputation points
    2026-04-09T12:54:40.67+00:00

    THERE ARE NO SUBSCRIPTIONS SHOWING IN MY ACCOUNT!!!!!!!!!

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  2. Phil Clark 20 Reputation points
    2026-04-09T12:44:57.94+00:00

    Like I said before, there are no cards listed in my account! but the payments are coming out, a payment came out today. This is driving me mad!!!!!

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  3. Q&A Assist
    2026-04-09T12:41:39.7633333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    To change the debit card used for a Microsoft 365 subscription and stop using the old account, update the payment method directly in the Microsoft account, then move the subscription to the new method.

    Follow these steps:

    1. Go to the Services & subscriptions page for the Microsoft account used for the subscription: https://account.microsoft.com/services
    2. Find the Microsoft 365 subscription in the list.
    3. Use the option to change your Microsoft subscription payment method and options (from there you can add a new payment method and assign it to the subscription).
    4. If the current card details (name, billing address, expiration date, CVV) have changed but the card number stays the same, they can be edited instead of adding a new card:
    5. If a completely different card number is needed for a business account, replace the existing payment method with a new one so all active subscriptions move to the new method, as described in the payment-method management guidance.

    If the card is declined or there are no visible transactions but charges are occurring, verify with the bank that:

    • The card is active and has sufficient funds.
    • Any new security measures (such as multi-factor authentication or strong customer authentication) are completed when prompted.
    • The card is issued in the same country/region as the Microsoft 365 tenant (for business accounts).

    If problems persist (for example, errors when adding or changing the card, or messages to contact support when removing a payment option), contact Microsoft support using the official support channels referenced in the documentation, or contact the bank if they are blocking the transaction.

    References:

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