Troubleshoot billing for Office 365 for home

If you're having trouble accessing and managing payment for your Office 365 Home, Office 365 Personal, and Office 365 University subscription, try these troubleshooting tips.

You'll also find detailed instructions at Add, update, or remove a credit card or other payment option for Office 365 for home.

Still need help? Contact Support.

Credit or debit card tips

Is the card being used to pay for an active Office 365 subscription or Microsoft service, like XBox Live? If so, you have to add an alternative payment method before you remove the existing card. For detailed instructions about how to do this on the Payment options page, see Add, update, or remove a credit card or other payment option from Office 365 for home.

If your card number has changed:

  1. Sign in to the Payment options page, and add the card as a new payment option on your Microsoft account.

  2. Associate that card with your Office 365 subscription.

  3. Remove the old card.

For detailed instructions, see Add, update, or remove a credit card or other payment option from Office 365 for home.

First, double-check that the card details – number, expiration date, name on card, and address, including city, state, and ZIP code – appear exactly as they do on the card and on your credit card statement. If necessary, edit the card info. For detailed instructions, see Add, update, or remove a credit card or other payment option from Office 365 for home.

If you continue to see the "Declined" message, contact your bank. It’s possible that your card isn’t active. For example, if you recently received the card in the mail with an updated expiration date, you may need to activate it. Your bank can also tell you if your card isn't approved for online, international, or recurring transactions.

General tips

If you have more than one Microsoft account, you may be signed in with the wrong one. You have to sign in to the Payment options page with the Microsoft account associated with your Office 365 subscription. We can help if you can't remember the Microsoft account or password you use with Office.

We're sorry you're having trouble. Please see When you can't sign in to your Microsoft account.

Here's how to enable cookies if your browser is blocking them:

Edge (Windows 10)

  1. In the Edge window, select More (...) > Settings > View advanced settings.

  2. Scroll down to Cookies, and select Don't block cookies

Internet Explorer

  1. In Internet Explorer, in the menu bar, select Tools Tools button in Internet Explorer, upper right corner > Internet options > Privacy > Advanced.

  2. Select Accept or Prompt under First-party Cookies, and Accept or Prompt under Third-party Cookies.

  3. Select OK.

Chrome

  1. In a Chrome window, do one of the following:

    • In the browser address box, enter chrome://settings/content.

      OR

    • On the Chrome menu, select Settings > Show advanced settings, and then under Privacy, select Content settings.

  2. In the Content settings dialog box, under Cookies, make sure Allow local data to be set (recommended) is selected.

  3. Select Done and refresh the browser.

Mozilla Firefox

  1. If you’re using Windows, in the Firefox window, select Open menu Firefox browser options menu > Options.

    Tip:  If you’re using a Mac, go to Firefox > Preferences.

  2. Select the Privacy tab.

  3. In the History section under Firefox will, select Use custom settings for history.

  4. Make sure Accept cookies from sites is checked and Accept third party cookies is set to Always, and then select OK.

Safari

  1. On your Mac, go to Safari > Preferences > Privacy.

  2. Under Cookies and website data, select Always allow.

  3. Select Close and refresh the browser.

Here are some things to try:

  • Follow any instructions in the error message.

  • On the Payment options page, retype your credit card number without spaces, commas, or other characters that aren't numbers.

  • Check that the billing address, expiration date, and name listed for your payment option are correct.

  • If you’re using a new payment option, check that it’s activated.

  • Make sure you have enough money in your account to pay for your purchase.

  • Make sure the payment option is authorized for online billing or automatic billing.

  • Contact your bank to find out why authorizations are failing.

  • Try adding or switching to a different payment option.

For detailed instructions, see Add, update, or remove a credit card or other payment option from Office 365 for home.

Still need help? Contact Support

As an Office 365 subscriber, you can contact support for free to get help with account and billing issues.

Leave us a comment

Were these steps helpful? If so, please let us know at the bottom of this topic. If they weren't, and you're still having trouble, tell us what you were trying to do, and what problems you encountered.

See Also

Add, update, or remove a credit card or other payment option from Office 365 for home

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