{"id":"microsoft","page":"https://escalate.alexgaoth.com/#/c/microsoft","html":"https://escalate.alexgaoth.com/c/microsoft/","generated":"2026-10-15","company":{"id":"microsoft","name":"Microsoft (Microsoft 365 and Xbox Game Pass subscriptions)","aliases":["microsoft 365","microsoft 365 personal","microsoft 365 family","xbox game pass","game pass","xbox"],"sector":"subscription","parent":"Microsoft Corporation","website":"https://www.microsoft.com","account_url":"https://account.microsoft.com/services","official_domains":["microsoft.com","xbox.com"],"security":{"never_asks":[{"kind":"policy","claim":"Microsoft says it does not send unsolicited email or make unsolicited phone calls to request personal or financial information, its error and warning messages never include a phone number, and it will never ask you to pay for support in cryptocurrency or gift cards.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Tech support scams: cold calls from fake Microsoft support that ask for passwords or remote access, and web pages that show fake blue-screen errors or activation dialogs to push you to call a number.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-a-scam","type":"web_form","label":"Report a tech support scam to Microsoft","value":"https://www.microsoft.com/reportascam","purposes":["fraud"],"source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}]},"regulators":["ftc"],"channels":[{"id":"services-subscriptions","type":"portal","label":"Microsoft account Services & subscriptions page (cancel or turn off recurring billing)","value":"https://account.microsoft.com/services","purposes":["cancel_service","refund_request"],"access":"login","notes":"Sign in with the Microsoft account used to buy the subscription, select Manage, then Cancel (or Upgrade or Cancel).","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"},{"id":"m365-cancel","type":"portal","label":"Cancel Microsoft 365 (Personal, Family)","value":"https://account.microsoft.com/services/microsoft365","purposes":["cancel_service"],"access":"login","notes":"Select Cancel subscription, read the Please review section, then select I don't want my subscription.","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription","last_verified":"2026-10-12"},{"id":"xbox-cancel-help","type":"portal","label":"Xbox Support article on cancelling recurring billing or subscriptions","value":"https://support.xbox.com/help/subscriptions-billing/manage-subscriptions/cancel-recurring-billing-or-subscription","purposes":["cancel_service"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"},{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"},{"id":"troubleshoot-purchases","type":"portal","label":"Troubleshoot Microsoft Store purchases and charges","value":"https://support.microsoft.com/en-us/accounts-billing/troubleshoot-buying-issues-with-microsoft-store","purposes":["billing_error","unauthorized_charge"],"source":"https://support.microsoft.com/en-us/microsoft-store-and-billing","last_verified":"2026-10-12"},{"id":"google-play-refunds","type":"web_form","label":"Google Play refund policies (subscriptions bought through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-contact"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation. Microsoft treats a chargeback as a cancellation as of the original payment date."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel or turn off recurring billing on account.microsoft.com/services with the account that bought it; access ends at the end of the current period.","evidence":["cancellation confirmation","expiration date shown on the Services page","any later charge"],"steps":[{"do":"Sign in to account.microsoft.com/services with the account that bought the subscription. Select Manage, then Cancel.","channel":"services-subscriptions"},{"do":"For Microsoft 365, use the Microsoft 365 cancel page and select I don't want my subscription.","channel":"m365-cancel"},{"do":"If you see Turn on recurring billing instead of Manage, the subscription is already set to expire on the date shown."},{"do":"If Google Play or the Apple App Store bills you, cancel and ask for refunds with them. If a retailer (for example Amazon) bills you, contact the retailer.","channel":"google-play-refunds"}],"facts":[{"kind":"policy","claim":"\"If you cancel, your access to the Services ends at the end of your current Service period\" or, for periodic billing, at the end of the period in which you cancelled (Microsoft Services Agreement, section 9.g).","issues":["cancel_service"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"process","claim":"When Microsoft 365 is cancelled, storage reverts to 5GB of cloud storage and 15GB of Outlook.com storage; above that you cannot upload or sync new OneDrive files or send or receive Outlook.com email, and after 6 months OneDrive files may be deleted.","issues":["cancel_service"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Cancel first, then check eligibility; Xbox subscriptions can be refunded within 30 days of initial purchase; charges older than 90 days are not refunded.","evidence":["order history","purchase date","account email"],"steps":[{"do":"Cancel the subscription on the Services page. Microsoft says you must cancel first to see whether you are eligible for a refund.","channel":"services-subscriptions"},{"do":"For an Xbox subscription within 30 days of the initial purchase, cancel to receive the refund.","channel":"services-subscriptions"},{"do":"If the refund is not offered, contact Microsoft Support.","channel":"support-contact"}],"facts":[{"kind":"policy","claim":"\"Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable.\" \"No refunds will be given for any charges more than 90 days old.\" (Services Agreement, section 9.f)","issues":["refund_request"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Xbox subscriptions: \"You can receive a refund within 30 days from your initial purchase by cancelling your subscription,\" unless the offer says the purchase is non-refundable.","issues":["refund_request","cancel_service"],"source":"https://www.xbox.com/en-US/legal/subscription-terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Not all cancellations will result in a refund.\" Prorated refunds are listed only for certain countries (for example Canada, Israel, Korea, Turkey); the United States is not listed.","issues":["refund_request"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Microsoft notifies at least 15 days before a price change (30 days for Xbox subscriptions); promotional prices roll to the regular price.","evidence":["price change email","last charge"],"steps":[{"do":"If you do not accept the new price, cancel or turn off recurring billing before the next billing date.","channel":"services-subscriptions"}],"facts":[{"kind":"deadline","claim":"Microsoft \"will notify you by email, or other reasonable manner, at least 15 days before the price change\" (Services Agreement, section 9.j).","issues":["bill_increase"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Xbox subscriptions: \"Charges may be increased with at least 30 days notice.\" After a promotional period the subscription \"automatically continues at the then-current regular price.\"","issues":["bill_increase"],"source":"https://www.xbox.com/en-US/legal/subscription-terms","last_verified":"2026-10-12"}]}],"known_blockers":["Cancellation, refunds and the support contact page need sign-in with the Microsoft account that bought the subscription.","Subscriptions bought through Google Play, the Apple App Store or a retailer must be cancelled and refunded through that seller.","A card chargeback cancels the service; Microsoft deems the cancellation effective as of the original payment date."]},"playbooks":{"cancel_service":{"company":{"id":"microsoft","name":"Microsoft (Microsoft 365 and Xbox Game Pass subscriptions)","sector":"subscription","website":"https://www.microsoft.com","account_url":"https://account.microsoft.com/services"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel or turn off recurring billing on account.microsoft.com/services with the account that bought it; access ends at the end of the current period.","evidence":["cancellation confirmation","expiration date shown on the Services page","any later charge"],"steps":[{"do":"Sign in to account.microsoft.com/services with the account that bought the subscription. Select Manage, then Cancel.","channel":{"id":"services-subscriptions","type":"portal","label":"Microsoft account Services & subscriptions page (cancel or turn off recurring billing)","value":"https://account.microsoft.com/services","purposes":["cancel_service","refund_request"],"access":"login","notes":"Sign in with the Microsoft account used to buy the subscription, select Manage, then Cancel (or Upgrade or Cancel).","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}},{"do":"For Microsoft 365, use the Microsoft 365 cancel page and select I don't want my subscription.","channel":{"id":"m365-cancel","type":"portal","label":"Cancel Microsoft 365 (Personal, Family)","value":"https://account.microsoft.com/services/microsoft365","purposes":["cancel_service"],"access":"login","notes":"Select Cancel subscription, read the Please review section, then select I don't want my subscription.","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription","last_verified":"2026-10-12"}},{"do":"If you see Turn on recurring billing instead of Manage, the subscription is already set to expire on the date shown."},{"do":"If Google Play or the Apple App Store bills you, cancel and ask for refunds with them. If a retailer (for example Amazon) bills you, contact the retailer.","channel":{"id":"google-play-refunds","type":"web_form","label":"Google Play refund policies (subscriptions bought through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}}],"channels":[{"id":"services-subscriptions","type":"portal","label":"Microsoft account Services & subscriptions page (cancel or turn off recurring billing)","value":"https://account.microsoft.com/services","purposes":["cancel_service","refund_request"],"access":"login","notes":"Sign in with the Microsoft account used to buy the subscription, select Manage, then Cancel (or Upgrade or Cancel).","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"},{"id":"m365-cancel","type":"portal","label":"Cancel Microsoft 365 (Personal, Family)","value":"https://account.microsoft.com/services/microsoft365","purposes":["cancel_service"],"access":"login","notes":"Select Cancel subscription, read the Please review section, then select I don't want my subscription.","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription","last_verified":"2026-10-12"},{"id":"xbox-cancel-help","type":"portal","label":"Xbox Support article on cancelling recurring billing or subscriptions","value":"https://support.xbox.com/help/subscriptions-billing/manage-subscriptions/cancel-recurring-billing-or-subscription","purposes":["cancel_service"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"},{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"\"If you cancel, your access to the Services ends at the end of your current Service period\" or, for periodic billing, at the end of the period in which you cancelled (Microsoft Services Agreement, section 9.g).","issues":["cancel_service"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"process","claim":"When Microsoft 365 is cancelled, storage reverts to 5GB of cloud storage and 15GB of Outlook.com storage; above that you cannot upload or sync new OneDrive files or send or receive Outlook.com email, and after 6 months OneDrive files may be deleted.","issues":["cancel_service"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","candidate_channels":[]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation. Microsoft treats a chargeback as a cancellation as of the original payment date.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Cancellation, refunds and the support contact page need sign-in with the Microsoft account that bought the subscription.","Subscriptions bought through Google Play, the Apple App Store or a retailer must be cancelled and refunded through that seller.","A card chargeback cancels the service; Microsoft deems the cancellation effective as of the original payment date."],"security":{"official_domains":["microsoft.com","xbox.com"],"never_asks":[{"kind":"policy","claim":"Microsoft says it does not send unsolicited email or make unsolicited phone calls to request personal or financial information, its error and warning messages never include a phone number, and it will never ask you to pay for support in cryptocurrency or gift cards.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Tech support scams: cold calls from fake Microsoft support that ask for passwords or remote access, and web pages that show fake blue-screen errors or activation dialogs to push you to call a number.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-a-scam","type":"web_form","label":"Report a tech support scam to Microsoft","value":"https://www.microsoft.com/reportascam","purposes":["fraud"],"source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]},"refund_request":{"company":{"id":"microsoft","name":"Microsoft (Microsoft 365 and Xbox Game Pass subscriptions)","sector":"subscription","website":"https://www.microsoft.com","account_url":"https://account.microsoft.com/services"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Cancel first, then check eligibility; Xbox subscriptions can be refunded within 30 days of initial purchase; charges older than 90 days are not refunded.","evidence":["order history","purchase date","account email"],"steps":[{"do":"Cancel the subscription on the Services page. Microsoft says you must cancel first to see whether you are eligible for a refund.","channel":{"id":"services-subscriptions","type":"portal","label":"Microsoft account Services & subscriptions page (cancel or turn off recurring billing)","value":"https://account.microsoft.com/services","purposes":["cancel_service","refund_request"],"access":"login","notes":"Sign in with the Microsoft account used to buy the subscription, select Manage, then Cancel (or Upgrade or Cancel).","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}},{"do":"For an Xbox subscription within 30 days of the initial purchase, cancel to receive the refund.","channel":{"id":"services-subscriptions","type":"portal","label":"Microsoft account Services & subscriptions page (cancel or turn off recurring billing)","value":"https://account.microsoft.com/services","purposes":["cancel_service","refund_request"],"access":"login","notes":"Sign in with the Microsoft account used to buy the subscription, select Manage, then Cancel (or Upgrade or Cancel).","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}},{"do":"If the refund is not offered, contact Microsoft Support.","channel":{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"}}],"channels":[{"id":"services-subscriptions","type":"portal","label":"Microsoft account Services & subscriptions page (cancel or turn off recurring billing)","value":"https://account.microsoft.com/services","purposes":["cancel_service","refund_request"],"access":"login","notes":"Sign in with the Microsoft account used to buy the subscription, select Manage, then Cancel (or Upgrade or Cancel).","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"},{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"},{"id":"google-play-refunds","type":"web_form","label":"Google Play refund policies (subscriptions bought through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"\"Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable.\" \"No refunds will be given for any charges more than 90 days old.\" (Services Agreement, section 9.f)","issues":["refund_request"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Xbox subscriptions: \"You can receive a refund within 30 days from your initial purchase by cancelling your subscription,\" unless the offer says the purchase is non-refundable.","issues":["refund_request","cancel_service"],"source":"https://www.xbox.com/en-US/legal/subscription-terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Not all cancellations will result in a refund.\" Prorated refunds are listed only for certain countries (for example Canada, Israel, Korea, Turkey); the United States is not listed.","issues":["refund_request"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","candidate_channels":[]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation. Microsoft treats a chargeback as a cancellation as of the original payment date.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. 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ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Cancellation, refunds and the support contact page need sign-in with the Microsoft account that bought the subscription.","Subscriptions bought through Google Play, the Apple App Store or a retailer must be cancelled and refunded through that seller.","A card chargeback cancels the service; Microsoft deems the cancellation effective as of the original payment date."],"security":{"official_domains":["microsoft.com","xbox.com"],"never_asks":[{"kind":"policy","claim":"Microsoft says it does not send unsolicited email or make unsolicited phone calls to request personal or financial information, its error and warning messages never include a phone number, and it will never ask you to pay for support in cryptocurrency or gift cards.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Tech support scams: cold calls from fake Microsoft support that ask for passwords or remote access, and web pages that show fake blue-screen errors or activation dialogs to push you to call a number.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-a-scam","type":"web_form","label":"Report a tech support scam to Microsoft","value":"https://www.microsoft.com/reportascam","purposes":["fraud"],"source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","candidate_channels":[]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation. Microsoft treats a chargeback as a cancellation as of the original payment date.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. 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