Cancel Visio Subscription

Question

I dont have access to my buisness account that I created to gain access to visio. I tried searching through and contacted support to no avail since i no longer can access the email. Any info would be greatly appreciated.

Answer 1

Dear @Kelley Caitano,

Welcome to Microsoft Q&A Forum!

Thanks for reaching out, I understand how frustrating this situation can be, especially when you no longer have access to the account that owns the subscription.

From your description, it sounds like the Visio subscription was purchased under a Microsoft 365 business (work) account that you can no longer sign in to. Unfortunately, Visio subscriptions can only be managed or canceled by an administrator of the account that owns them. Microsoft Q&A Forum moderators like myself, as well as other community members, share guidance based on personal experience and publicly available information. Due to security and privacy protocols, we do not have access to your internal environment and are unable to check or verify it directly on your behalf. Our role is to help guide the discussion and connect you with relevant and helpful resources. I truly appreciate your patience and understanding in this situation.

If you’re unable to recover access to that business account or its email address, the next step would be to contact Microsoft Support directly for billing and account recovery assistance. They can help locate the subscription and stop recurring charges once ownership is verified (for example, using payment or invoice details).

Please note that this community forum doesn’t have the ability to access accounts or cancel subscriptions on your behalf, but Microsoft’s billing support team is best equipped to help in this scenario.

Therefore, if you’re unable to submit a support request because you can’t sign in, one practical workaround is to create a new Microsoft 365 free trial account and use that account to submit a support request. In the request, you can explain that the issue concerns a different (inaccessible) business account and provide any relevant billing details. Microsoft Support can still assist you from there. You can submit a support request after registering a Free Trial here: Microsoft 365 Business Plans and Pricing | Microsoft 365

Please note: this method does not ask you to use new account, it helps you to use other global admin account to raise support ticket because you only have 1 global admin account which could not access. This temporary Global Admin account is free for 1 month and please remember to cancel it after you finish to submit support ticket for your main Global Admin account in order to avoid automatically renew from Microsoft system.   

After registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket. 

You can follow this link for more instructions: Get support - Microsoft 365 admin | Microsoft Learn 

Additionally, if charges are continuing while you’re waiting for Microsoft Support, you may consider contacting your bank or card issuer as a temporary measure to prevent further charges. Please note that this does not cancel the subscription on Microsoft’s side, but it can help protect against ongoing billing while the account issue is being reviewed.

Hope this helps and please feel free to update to me in comment section.

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Answer 2

Because access to the original account is required for security reasons, cancelling a Visio (or any Microsoft 365) subscription without that account is very difficult.

Based on the available guidance, these are the practical options:

1. Try to recover or identify the correct account
   • If the Visio subscription was part of a Microsoft 365 for business product, it is usually tied to a work or school account managed by an organization. In that case, contact the organization’s IT admin to help recover access or manage the license.
   • If it was a personal/business purchase made directly from Microsoft, the subscription is tied to the Microsoft account used at purchase. The only way to cancel online is to sign in with that same account at the Subscriptions page and select Manage → Cancel.
2. If the account truly cannot be accessed
   • When the account owner cannot sign in and cannot restore access, Microsoft support generally cannot cancel the subscription on their behalf because of account security protections.
   • In similar situations, recommended options are:
     • Follow the formal account ownership/legal process if applicable (for example, when acting on behalf of someone else), or
     • Cancel the recurring charge directly with the payment provider (credit card issuer or bank). The bank can block further charges from Microsoft for that subscription.
3. If access is restored later
   • Once signed in with the correct account, cancel by:
     1. Going to the Subscriptions page.
     2. Finding the Visio/Microsoft 365 subscription and selecting Manage.
     3. Choosing Cancel (or Upgrade or Cancel) and following the prompts.
   • If Turn on recurring billing is shown instead of Manage, the subscription is already set to expire and will not renew.

If none of the recovery options work, working with the bank or card issuer to stop future payments is the only actionable path described in the available guidance.

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References:

• I forgot the account I use with Microsoft 365
• Cancel your Microsoft subscription
• Unable to cancel your Microsoft subscription
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• cancel subscription - Microsoft Q&A