Unable to Activate Visio Product because of wrong login, when I tried to switch logins it says the computer is already using it.

Question

Hello,

I have purchased the VISIO Plan 2 for myself through our companies business account.

As shown below, I have the subscription for it.

My problem is I cannot get the app to work because it is currently logged in as my personal email ONLY for the product. It is my work account for the "User Information"

When I try to activate the product, it says I am logged into my personal email. When I click "Change" and try to sign in using my work email, it says "Sorry, another account from your organization is already signed in on this computer."

I am very frustrated and just want to use the VISIO app because it is different than the web version.

I unfortunately am not the admin of our business account, and that admin is out for the next month on vacation.

Can someone please help me activate my VISIO Plan 2 product?

**Note: I have tried removing the VISIO app, redownloading, and relogging in, it ends up the same each time.

Answer 1

Hi @Erin Fisher

Is there any other Office product, such as Microsoft 365 Apps, installed on the same machine?

From the first image above, you account is assigned with Visio Plan 2.

Currently, I suggest you try following steps to have a check.

• Go to Windows Settings > Accounts > Access or Work school, please check wehther there is any company business account connected. If yes, I suggest you disconnect it.
• Please download OLicenseCleanup.zip file from the link "Method: Use scripts to automate the cleanup process". Then extract the OLicenseCleanup.vbs script, and run it using elevated permissions to remove previous licenses and cached account information.
• If the issue persists, it's recommended to remove following folders, and then sign in account.

%localappdata%/Microsoft/OneAuth

%localappdata%/Microsoft/IdentityCache

Any updates, welcome to post back.

---

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

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

---