Unauthorised Xbox subscription

To address unauthorized Xbox subscription charges and request reimbursement, follow these steps:

1. Investigate the charges
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate for the unrecognized charge. This helps identify whether it is a subscription, in-app purchase, family member purchase, or other common cause.
   • Use the online troubleshooter from that page to understand why the charge occurred.
2. Check for an Xbox subscription and cancel it
   • Sign in at https://account.microsoft.com/services with the Microsoft account being charged.
   • Locate any Xbox-related subscriptions (for example, Game Pass, Xbox Live Gold) and select Manage.
   • On the subscription page, choose Cancel (or Upgrade or Cancel) and follow the on-screen instructions to stop further recurring billing.
3. Request a refund for the unauthorized subscription
   • For subscription charges, follow the guidance in How to get a refund on a Microsoft subscription. This page explains how to cancel and when a refund may be available, including prorated refunds in certain countries.
   • If the charge relates to Xbox digital games or apps, use the Request a refund for digital games flow referenced in Get a refund for apps and games purchased from Microsoft Store.
4. If the purchase was accidental or clearly unauthorized
   • For accidental or unauthorized purchases (including Xbox content), use the process in Get a refund for apps and games purchased from Microsoft Store and the linked Request a refund for digital games page.
   • If the account may be compromised, follow the guidance in Cancel an order or pre-order from Microsoft Store – How do I cancel an unauthorized or accidental purchase? which directs to:
     • Recover a hacked or compromised Microsoft account.
     • Help protect the Microsoft account going forward.
5. Contact Microsoft Support if self-service is not enough
   • If the online refund and investigation tools do not resolve the issue, contact Microsoft Support using the Get Help / Contact Support options described in the Q&A references. Billing support is free, and agents can review the charges and apply credits or refunds when appropriate.
6. Prevent future unauthorized Xbox charges
   • On the Xbox console, require a passkey for purchases:
     1. Press the Xbox button on the controller.
     2. Go to System > Settings > Account > Sign-in, security & passkey.
     3. Select Change my sign-in & security preferences.
     4. Choose Customize.
     5. Select Ask for my passkey to make purchases.
     6. Set it to Passkey required.
   • This helps prevent anyone from making purchases on the console without authorization.

If the charges cannot be found on any Microsoft account or appear to be pure fraud, work with both Microsoft Support (via the investigation and refund paths above) and the bank or card issuer to dispute the transactions and, if necessary, replace the card.

References:

• How to investigate a billing charge from Microsoft
• How to get a refund on a Microsoft subscription
• Get a refund for apps and games purchased from Microsoft Store
• Cancel an order or pre-order from Microsoft Store
• Prevent unauthorized purchases from Microsoft Store
• fraud charges on microsoft account - Microsoft Q&A
• I need help with bill waiver on my subscription but cannot open a support ticket. - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Request refund - Microsoft Q&A