Possible unauthorised payments.

To investigate and dispute the two unexpected £100 Microsoft Store charges, follow these steps:

1. Check what the charges are for
   • Go to the Manage your payments page of the Microsoft account dashboard and select "Investigate" for the relevant payment method: Manage your payments.
   • This will walk through the most common causes of unrecognized charges, such as:
     • A Microsoft subscription with recurring billing enabled.
     • Purchases made by a family member using the card.
     • A previously declined charge being processed later.
     • A pre-order or split order being shipped.
     • In‑app purchases from apps or games.
   • More detail on this process is here: How to investigate a billing charge from Microsoft.
2. If the purchases are accidental or unauthorized
   • If the charges turn out to be accidental or clearly unauthorized, request a refund using the Microsoft Store refund process described here: Cancel an order or pre-order from Microsoft Store.
   • For accidental or unauthorized purchases, see the specific guidance under “How do I cancel an unauthorized or accidental purchase?”, which points to the refund process for items bought from Microsoft Store.
3. If the account may be compromised
   • If there is any sign that someone else is using the Microsoft account (for example, orders that are clearly not yours), follow the steps to recover and secure the account and then work through refunds:
     • Learn how to get back into a hacked or compromised account and secure it: How to recover a hacked or compromised Microsoft account.
     • Then follow the refund/return guidance linked from the unauthorized purchase section.
4. Prevent future unauthorized purchases on Windows 11
   • On the Windows 11 PC, configure Microsoft Store so that a password is always required for purchases:
     1. Open the Microsoft Store app.
     2. Select the Profile icon in the upper-right corner and choose App settings.
     3. Turn off Purchase sign-in so that sign‑in (password) is required for every purchase.
     4. Repeat these steps on every shared device.
   • This helps prevent anyone using the PC from making purchases without authorization.
5. If the bank still needs details
   • After using the Manage your payments page and the investigation tool, provide HSBC with any transaction IDs or order numbers shown there.
   • If the charges do not appear under any Microsoft account that belongs to you, continue working with HSBC as potential card fraud while also keeping the Microsoft account secured.
6. If the charges are duplicates or cannot be resolved via self‑service
   • If there are duplicate charges for the same order or the self‑service tools do not resolve the issue, contact Microsoft Store Support directly as described in the billing and refund articles, and have the bank statement and any order numbers ready.

References:

• Prevent unauthorized purchases from Microsoft Store
• How to investigate a billing charge from Microsoft
• Cancel an order or pre-order from Microsoft Store