What to do about unexpected charges from Microsoft

የሚተገበረው ለ፦ የMicrosoft መለያMicrosoft Store

If you see unexpected charges from MSbill.info or bill.ms.net in the monthly statement from your payment provider, do this:

  1. Sign in to your Microsoft account order history. If you have more than one Microsoft account, sign in to each one to check your order history.
  2. Compare your account with the charge in question. It’s possible it was for a subscription or a mistaken purchase by someone in your family.
  3. If you believe someone has acquired your payment info, contact your payment provider to prevent more charges, then change your payment option info in your Microsoft account.

Refunds


If you are seeking a refund for a Microsoft product, please see Returning items you bought from Microsoft for exchange or refund.

Someone you know, such as a family member, bought something with your card


If you add your payment info to another person's Microsoft account, or allow others to share a device with your account, they may have bought something without telling you. 

To help avoid unexpected charges from family members or others:

A subscription such as Xbox Live, Office 365, OneDrive, or Skype had recurring billing enabled


You may have a Microsoft subscription set for recurring billing, or recently started a free trial subscription that rolled into a paid subscription.

To check if you have an subscription with recurring billing:

  1. Sign in to Services & subscriptionsIf you have more than one Microsoft account, sign in to each one to check your subscriptions.
  2. Look for any subscriptions with recurring billing.

See how to Cancel or turn off recurring billing on a Microsoft subscription.

If the subscription is from a third party, contact them directly for more info.

Multiple purchases were grouped into a single charge


Sometimes, when you make multiple purchases at Microsoft Store over a few days, they'll be billed as one charge.

To check:

  1. Sign in to your Order historyIf you have more than one Microsoft account, sign in to each one to check your order history.
  2. Compare all purchases you recently made to the charge on your account.

Your order was split into multiple shipments and billings, or shipping was delayed


Orders with multiple items are sometimes split into different shipments and billed per shipment, especially when items are pre-orders, on backorder, or come from separate locations. If an item is out of stock, shipping delays can cause a billing delay.

To check:

  1. Sign in to your Order historyIf you have more than one Microsoft account, sign in to each one to check your order history.
  2. Compare your order history to your statement to find out how your order might have been split into different charges. Also check if the shipping dates are different for each item.

There might be a delay between the date your card is billed and when you see the charge on your statement. Contact your bank or provider for more info. 

You have a pre-order


In most cases, we don't charge pre-orders for physical items until they ship. However, your payment provider may place an authorization hold for a small amount or up to the amount of your purchase. These are usually reversed before the item ships. Contact your payment provider for more info.

For pre-orders, be sure that the payment option has enough funds for the purchase and won't expire before the expected release date. For more info, visit Change the payment method or crdit card linked to your Micrsoft account.

You used a credit card for the first time with us


If you bought something from us with a new credit card, a small authorization hold is often placed to verify billing info. These charges will be reversed. Contact your payment provider for more info.

A previously-declined charge was charged again


If a charge was declined due to insufficient funds, an expired card, or changes to your billing info, Microsoft will bill the account again after a few days.

If you have problems updating a payment option, get more info on how to Change the payment method or credit card linked to your Microsoft account, or How to change your Microsoft subscription payment method and options.

Someone made an in-app purchase from an app, game, or Office


It can be difficult to track in-app purchases, especially if you share devices or payment options with a family member.

To see why a charge from Microsoft is appearing on your statement:

  1. Sign in to your Order history. If you have more than one Microsoft account, sign in to each one to check your order history.
  2. Compare your order history to your statement to find any in-app purchases. 

For more info including requiring a password for purchases, see Prevent unauthorized purchases from Microsoft Store, or Require kids to ask a parent before buying stuff in Microsoft Store.

Get more help


For other billing questions or issues, visit the Microsoft Store help page.