glitch between accounts
I have 2 different gmail email accounts, 1 and 2.
I opened microsoft 365 with gmail account 1 and added gmail account 2 as a member in about 2017.
Since then I have somehow managed to open a separate microsoft 365 account with gmail account no 2. I was unaware of this until I have had the time to look into it just now as I am on leave. I don't know when this happened. I am being charged for both. The microsoft 365 account linked with gmail account no 2 as the primary person has allowed me to invite gmail account no 2 into the family again, so there are 2 gmail account no 2 profiles in the system. I am unable to tell which one I am logged into unless I check the available storage.
I have spent several hours over several days trying to sort this out to no avail.
Can anyone advise me how I can stop there being 2 profiles under the same email address? I can't work out which one to delete, and am worried I will delete both by trying to delete one.
Thanks for any advice
[Tag moved from: Microsoft 365 and Office | Subscription, account, billing | Other | Other]
1 answer
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Hello Juliette Ellie Hamilton
Thank you for explaining the situation.
From what you described, you originally had Microsoft 365 Family set up with one Gmail-based Microsoft account, then later another Microsoft 365 subscription seems to have been created under the second Gmail account.
It sounds possible that Gmail account 2 was originally added as a member under the first Microsoft 365 Family subscription, but later a separate paid Microsoft 365 subscription was also created using that same Gmail address.
I would not suggest deleting either profile until the paid subscription owner is clearly identified. Instead, please sign in separately with Gmail account 1 and Gmail account 2 at account.microsoft.com/services then check Services & subscriptions, Order history, and the available OneDrive storage for each account. The account showing the paid Microsoft 365 Family subscription is the one that owns that subscription.
If both accounts show active paid subscriptions, cancel only the duplicate subscription from the account that owns it. If you only see one charge in one account, use Payment options > Investigate to check whether another Microsoft account is using the same payment card.
Since this is a user‑to‑user community forum, we can only share suggestions based on our findings and personal experiences. We do not have access to private billing records or account details. If the two profiles still appear under the same email address, or if you are not sure which subscription/profile should be removed, it would be safest to contact Microsoft Billing Support before making any changes.
Here's how to reach out to the Support Team (live chat):
- Go to: https://support.microsoft.com/home/contact
- In the search box, enter a short description of your issue, for example:
- Hit "Get Help"
- Scroll down and select Sign in to contact support for further assistance (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.
Tip: Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.
Hopefully your issue will soon be reviewed. Thank you so much for your patience!
Best regards.