I want to stop my renewal

Hi @Chloe, 

Thank you for posting your question in the Microsoft Q&A forum. 

Regarding that you want to stop the renewal of your subscription. 

To cancel or stop the renewal of a Microsoft 365 subscription, you must sign in to the Microsoft 365 Admin Center using the global administrator account that was created when the subscription was originally purchased. This is the only supported way to manage billing and subscription settings. 

If you have lost access to the administrator account and there are no other admin accounts in your organization that can access the Microsoft 365 Admin Center, we strongly recommend contacting the Microsoft Data Protection team. 

The Microsoft Data Protection team has the appropriate tools and verification processes to help recover access to administrator accounts. Please note that forum moderators do not have the ability to manage user accounts, reset passwords, restore admin access, or make billing changes.  

Therefore, If you are the only administrator in your organization,  then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support  

*(Important Note: Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)         

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.   

Alternatively, you can try set up a new trial tenant and submit your support request:    

1. Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.    
2. Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.    
3. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.    
4. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.    
5. Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."    
6. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:     
   • Your administrator account email address for the locked tenant.    
   • The domain name of your locked tenant     
   • Any error messages you are receiving.    
   • Details about the authentication issues you are experiencing.    
   • Confirmation that you are the administrator of the locked tenant.    
7. Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.    

When you open a support ticket, please make sure to turn off the Support Assistant (AI) in the help panel.   

Several customers have reported issues when the Support Assistant is turned on  the system sometimes fails to display the “Contact Support” option.   

As shown in the screenshot, simply switch Support Assistant > Off, then type your issue description.  Once the AI is off, the “Contact Support” button will appear normally, allowing you to submit a ticket directly. 

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."    

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.      

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.     

I really appreciate your patience, and I’m here to help. Looking forward to your response.    

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

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Because there are no sign-in details for the subscription, cancellation cannot be done directly in the tenant. Use one of these supported approaches:

1. Try to cancel via the Microsoft account (if possible)
   1. Go to https://account.microsoft.com/services.
   2. Sign in with any Microsoft account that might have been used when the subscription was first purchased.
   3. Under Services & subscriptions, locate the Microsoft 365 / Teams-related subscription.
   4. Select Manage and then Cancel subscription, or turn off recurring billing so it will expire at the next renewal date.
2. If the subscription was purchased through a third party If the subscription was bought from a retailer or app store (for example, Amazon, Best Buy, Google Play, Apple App Store), cancellation and billing must be handled by that provider:
   • Contact the retailer’s or app store’s billing support and request cancellation of the Microsoft 365 / Teams subscription.
3. If the account owner cannot sign in or does not know the account When the account credentials are not available and ownership cannot be verified, Microsoft support cannot cancel on behalf of the user for security reasons. In this case, stop the renewal at the payment source:
   • Contact the bank or card issuer used for the subscription charges.
   • Ask them to block or cancel recurring payments to Microsoft for this subscription.

This is the only reliable way to prevent further renewals when sign-in details for the Microsoft account or tenant are not available.

References:

• Unable to cancel your Microsoft subscription
• Cancel a Microsoft 365 subscription
• Renew or cancel your Microsoft 365 for business subscription
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• How to connect with Help and Support - Microsoft Q&A
• cancel subscription - Microsoft Q&A
• Request refund - Microsoft Q&A