Business account charged for Teams essential but already am part of 365 family so do not need this

Hi @sarah wragg,

Welcome to the Microsoft Q&A forum.

Thank you for contacting us. I would like to provide you with the following information:

I understand that you previously contacted the Contact Us team. However, your issue needs to be handled by the dedicated support team for business accounts. This is to ensure the security and protection of information for the majority of tenants.

To contact Technical Support for business accounts, you can visit the following link:

Customer service phone numbers - Microsoft Support

To help make the contact process more effective, I recommend that you review the notes section in the following article in advance:

Get support - Microsoft 365 admin | Microsoft Learn

Please understand that, in my role as a moderator, I am unable to directly intervene in or make changes to your account information. This must be handled by the appropriate specialized team.

That said, you can rest assured that I will continue to support and accompany you within my permitted scope until the issue is fully resolved.

 I hope this information is helpful

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

where is the link for Contact Microsoft Support

To obtain a refund and stop future charges for Microsoft Teams Essentials, the subscription must first be cancelled from the correct account, then refund eligibility can be checked.

1. Because Microsoft Teams Essentials is a business/commercial subscription, it is tied to the specific Microsoft account (work or personal email) that was used at purchase. Refund and cancellation can only be managed from that account or via Microsoft Support.
2. If the subscription was purchased directly from Microsoft (not via Apple App Store or Google Play), sign in with the same account that received the Teams Essentials confirmation and manage the subscription there. If sign‑in is not possible, direct support assistance is required.
3. For Microsoft 365 subscriptions, the documented process to check refund eligibility is:
   • Go to https://account.microsoft.com/services/microsoft365 and sign in with the same Microsoft account that purchased the subscription.
   • Find the subscription and select Manage.
   • Select Cancel (or Upgrade or Cancel) and follow the prompts. This cancellation step is required before refund eligibility is evaluated.
4. If the subscription was purchased through Google Play or Apple App Store, cancellation and refund must be requested from those stores, not Microsoft. For Play Store purchases, see Learn about Google Play refund policies. For Apple App Store purchases, request a refund from Apple support.
5. For subscriptions cancelled in certain countries (Canada, Denmark, Finland, Germany, Israel, Korea, Netherlands, Poland, Portugal, Turkey), a prorated refund may apply according to the local policy.
6. If self‑service cancellation or refund cannot be completed because sign‑in fails for the email address used, contact Microsoft Support directly and provide the subscription details (subscription name, tenant ID, billing evidence). Use the Contact Microsoft Support entry point and choose the billing/subscription category so the case is routed to the correct business/billing team.

Because this is the second year of charges and the email cannot be used to sign in, the practical paths are:

• Work with Microsoft Support via the Contact Microsoft Support flow to regain access to the billing account or have the business billing team cancel the subscription and review refund eligibility; or
• If charges continue and access cannot be restored, request the card issuer or bank to block or dispute future recurring charges to that merchant, as suggested in similar cases where account access is not possible.

Using Microsoft 365 Family for business use does not automatically cancel or replace a separate Teams Essentials business subscription; it must be cancelled explicitly as above.

References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Sign up for Microsoft Teams as part of a business subscription
• Can I speak to someone? -- Billing issues - Microsoft Q&A Help!  I have a subscription with Microsoft, due 18.8.26.
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• Request refund - Microsoft Q&A Hi. How do I request a refund for my subscription please
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A I am being charged via Amazon for a 1 year Microsoft 365 Family subscription and being charged by Microsoft on another credit card for the same subscription.