How to investigate a billing charge from Microsoft or MSbill.info

Note: If you’re a business or commercial customer, visit Office 365 for Business billing help or How to understand your bill for Microsoft Azure.

When you see unexpected charges from MSbill.info or bill.ms.net in a monthly statement from your bank, credit card, or any other payment provider, we want to help you resolve your question as quickly as possible. Before seeking further info or help, take these steps to compare the unexpected charges to your Microsoft order history.

  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 the unexpected charge was for a subscription or a mistaken purchase by someone in your family.

Check your Order history in your Microsoft account

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. Under Payment options, you can also choose to add or remove debit or credit cards, a bank account, or PayPal. You can also redeem Bitcoin and gift codes or cards. 

Change payment options in Msft account

Common causes for unexpected charges and what you can do

Choose from the following to narrow down the source of your unexpected charges.

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 saying so at the time. 

To help avoid unexpected charges from family members or others:

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.

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 a subscription with recurring billing:

  1. Sign in to Services & subscriptions. If 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.

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 history. If 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.

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 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 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.

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 credit card linked to your Microsoft account.

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.

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.

Refunds and cancellations

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

If you would like to cancel an order from Microsoft Store, see Cancel an order or pre-order from Microsoft Store.

Get more help

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

Notes: 

Confirm the charge is from Microsoft

Charges from Microsoft for consumer purchases will appear on your billing statement with these descriptions:

  • MICROSOFT*XBOX

  • MICROSOFT*XBOX LIVE GOLD

  • MICROSOFT*XBOX GAME PASS

  • MICROSOFT*EA ACCESS

  • MICROSOFT*STORE

  • MICROSOFT*OFFICE

  • MICROSOFT*OFFICE 365

  • MICROSOFT*ACCOUNT

  • MICROSOFT*ONEDRIVE

  • MICROSOFT*OUTLOOK

If the entry on your billing statement isn’t in one of the above formats, it was not from Microsoft and may be an unauthorized charge. Contact your bank for more information.

Check your Order history

Sign into your Order history to compare your billing statement with your purchases.

  • Your billing statement may include in-app purchases, pre-ordered items, or subscriptions with recurring billing.

  • Multiple purchases may be grouped into one charge, even when purchased on different days.

  • An order may have been split into multiple shipments or multiple billings.

  • A recently cancelled order may still show a pending charge and will disappear after cancellation is processed.

  • Charges may appear on your statement several days after the purchases were made.

  • Charges can be split between two different payment options, such as credit and gift cards, which results in showing a different amount than the purchase price.

  • A second charge for the same item may be a payment authorization hold, and not an actual charge. The hold will disappear after your purchase clears.

  • A charge that was previously declined due to insufficient funds, an expired card, or changes to your billing info may be billed by Microsoft later.

Check with your family and friends

Someone you know with access to your account, your payment info or a shared device may have bought something without notifying you.

Check the status of your subscriptions

The charges may be for a Microsoft subscription with recurring billing, such as Xbox, Office or OneDrive that you or a family member owns, or for a recent free trial subscription that rolled into a paid subscription.

  • To check if you have a subscription with recurring billing, sign in to Services & subscriptions with your Microsoft account, and look for recurring billing information under each subscription.

  • If you have multiple Microsoft accounts, sign in to each one to check for subscriptions and billing info.

  • For information about third -party subscriptions, contact them directly.

Check all your Microsoft accounts

Your payment method may be associated with a Microsoft account that’s being used on a different device or by another Microsoft service.

Secure your Microsoft account

Anyone who has access to your Microsoft account and password can buy items using the payment method on your account. Here are some tips to make sure your account is secured:

  • Don't allow others to add your credit or debit card to their personal account. Instead, you can give them a gift card to redeem, to prevent access to your payment method in the future.

  • Don't share your account password with others, including family and friends.

  • Add additional security options to your account, such as two-step verification. Sign in to your Security page to set up this option and learn about other ways to protect your account.

  • If you believe that you have unauthorized charges, change your Microsoft account password and contact your bank or card issuer to report potential unauthorized use of your bank, credit or debit card.

Get more help

If you check the information in this article and still don't recognize a charge, contact Microsoft Support.

These articles can help with payment methods and other payment related questions:

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