I have a recurring charge on credit card but don't remember the log in credentials for the account.

David Coolidge 0 Reputation points
2025-11-03T22:09:29.2933333+00:00

I set up an account on one computer separate from our other business account to test something out and have forgotten the username and password for the account. I can see the charge monthly on my credit card. Is there a way to track the account information down from the credit card number? The computer and account are no longer in use but cannot cancel due to not having the login credentials.

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Ian-Ng 4,705 Reputation points Microsoft External Staff Moderator
    2025-11-03T23:08:47.1+00:00

    Hi @David Coolidge, 

    Welcome to Microsoft Q&A forum. 

    Based on your issue, having a recurring charge for an account you can no longer access is a difficult situation. 

    To best guide you, I have outlined a few questions in order to scope down the issue. This will help identify the exact type of account and the correct support channel. 

    • Do you remember the email domain used for the test account? (e.g., @outlook.com, @hotmail.com, or a custom domain?)
    • Was the subscription purchased directly through Microsoft 365, or via a third-party (like Apple, Google Play, or a reseller)?
    • Can you still access the email receipts or invoices tied to the subscription? 
    • Have you tried checking their credit card statement for a billing reference or merchant ID?

    If the charge is for a business account: 

    In case the statement indicates it is a "Microsoft 365 Business" subscription, you cannot recover it through standard password resets. Please contact Microsoft's specialized Data Protection team. 

    Please follow these exact steps: 

    1. Kindly call the official Microsoft 365 for Business support phone number for your region. 
    2. Explain your situation: When you get an agent, use this specific phrasing: "I am being charged for a business subscription, but I have lost all administrator credentials. I need to be transferred to the Data Protection team to verify my payment information and cancel the subscription." 

    Please note that as a community moderator, my role is to provide guidance. I do not have the ability to access your account or escalate your case directly to the Data Protection team.  

    I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.   

    Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.   

    I'm looking forward to your reply.

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