Subscription needs cancelling on a lost account

Hello @Sharpe1017! I hope that you are doing well!

I'm sorry for the inconvenience this situation is causing you. Unfortunately, there's no direct phone number for our support. You can request a call back or live chat on the Xbox support website. If you are facing any issues with that, please go through Microsoft support. Once you get to the virtual agent just say “Talk to an agent” and select Xbox as the product, and your issue from the list. Select the option “Call me back” or “Live chat”, which shows the estimated wait time/queue. If you don't see the options to request a call back or chat with support, change your category/topic until you do. If it does not work, please select billing & Subscriptions and "I don't recognize a charge".

Note= The customer agents will need to verify the account by sending you a code to your email inbox in order to have visibility on your account and cancel your subscription.

Hi Daniel! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing this with your subscription cancellation.

Since you do not have access to the account where the subscription is active, kindly reach out to Microsoft Xbox Support as they have the tools and resources to properly investigate this. You may contact them through this link:

https://support.xbox.com/en-US/contact-us/

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

Best Regards,
Darhyl

Hi there Xander S. I am Lumie and I would love to assist you today.

I am so sorry you are having issues shutting your subscriptions off in your account.

The best way to do this if you cannot recover your account is to request the direct debit be cancelled by your bank. You should be able to find this option in your online banking or call them.

I hope this helps.

Let me know if I can be of any further assistance. -Lumie

Hi Karlheinz113,

Thanks for reaching out to us today. Sorry to hear about any issues you may be having with your Microsoft account. In regards to being locked out of it I would suggest trying to reset your password. Here is a helpful article

'Recover and rest your lost Microsoft account password" Now, if you want to cancel any subscription follow this article 'How
to cancel your Xbox Subscription"



To cancel your Xbox subscription immediately, go to

Cancel or turn off recurring billing for a Microsoft subscription and follow the steps under
Cancel.

To stop automatically renewing your subscription, go to

Cancel or turn off recurring billing for a Microsoft subscription and follow the steps under
Turn off recurring billing.

To cancel and stop renewal charges for any Xbox subscription, such as an Xbox Live Gold subscription, an Xbox Game Pass, or EA Access, you need to do so online.

Important

• You can’t cancel an Xbox subscription if it’s past due or suspended. You must pay the past-due balance before you can cancel or turn off auto renewal. For more info, see Update
  payment info to continue your Xbox subscription or How to pay a past due balance on an Xbox subscription
• If you have a prepaid subscription, you won’t see the Cancel or Remove option next to your Xbox subscription because prepaid subscriptions automatically expire and you aren’t billed.

How to cancel your Xbox subscription online

You can cancel your Xbox subscription either immediately or by stopping automatic renewal. If you cancel immediately, you’ll also lose access to the subscription service at the same time. If you stop automatically renewing your subscription, you can continue
to use the service until it expires.

To cancel your Xbox subscription immediately, go to Cancel or turn off recurring billing for a
Microsoft subscription and follow the steps under Cancel.

To stop automatically renewing your subscription, go to Cancel or turn off recurring billing for
a Microsoft subscription and follow the steps under Turn off recurring billing.

Need additional help canceling your Xbox subscription?

If you're having problems canceling your Xbox subscription, review the following info before contacting support.

I already canceled my Xbox subscription, but I was still charged for it

If you were charged after you canceled your Xbox subscription, this likely indicates you had a pending balance for the current subscription time when you turned off auto renewal. If you canceled the subscription, you won't be charged again.

I don't see any option to cancel my Xbox subscription when I sign in.

If you sign in to your Microsoft account and see an option to Renew but not to Cancel, you've already turned off auto renewal and won't receive additional charges.

I don't see any Xbox subscriptions when I sign in, but I still have a charge for an Xbox subscription.

If you don't see any subscriptions listed when you sign in to your account, make sure that you're signed in to the correct Microsoft account. If you're not sure what Microsoft account you're using for your Xbox subscription, use the Lost
Account Solution or the Lost Password Solution