Troubleshoot billing for Office 365 for home

Learn how to troubleshoot billing issues for Office 365 Home and Office 365 Personal subscriptions.

Credit card issues

You can't remove a credit card while it's associated with an Office 365 subscription. To remove the card, do the following:

  1. Make sure that you’ve added the credit card or other payment option that you want to use to pay for your subscription to your Microsoft account.

  2. Associate that card or payment option with your Office 365 subscription.

  3. Then try removing the card again.

For help completing these steps, see Add, update, or remove a credit card or other payment option from Office 365 for home.

You can’t change the number on an existing card. If for some reason your card number has changed, do the following:

  1. Add the credit card with the new number to your Microsoft account.

  2. Associate that card with your Office 365 subscription.

  3. Remove the old card.

For help completing these steps, 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.

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 still need to activate it. Your bank can also tell you if your card is not approved for online, international, or recurring transactions.

General issues

If you have multiple Microsoft accounts, you may be signed in with the wrong account. You’ll need to sign in with the Microsoft account associated with your Office 365 subscription.

If you’re having problems signing in to your Microsoft account, see When you can't sign in to your Microsoft account.

Set your browser to allow third-party cookies and try again.

Try these steps to resolve the problem:

  1. Follow any instructions in the error message.

  2. Retype your credit card number without spaces, commas, or other characters that aren't numbers.

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

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

  5. Make sure you have enough money in your payment option's account to pay for your purchase.

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

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

  8. Try adding or switching to a different payment option.

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

Billing and account overview for Office 365 for home

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

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