Cannot access Visio

Question

I have a work account for Visio and a monthly fee has been paid continuously. The account *******.onmicrosoft.com is on my billing and payment confirmations. When I try to login to visio using that account, the message is that the account does not exist in Microsoft even though that is the exact account on the billing and payment statement. This has been an ongoing struggle and every time I need to create a visio flowchart (this morning is at 3am) I am unable to use the product and end up creating in powerpoint.. I continue being billed but have been unable to access in months

Answer 1

Hi Jeff Minder,       

Greetings. Thank you for posting the thread to our community.

I understand your concern, it seems you cannot access to Visio with your work account. For the situation you’ve encountered, I do understand the inconvenience caused and feel very sorry about it.

In that case, May I confirm the following information to narrow down the situation to identify the root cause of your issue?

1. May I confirm which Visio Plan you’ve being paid? Whether is Visio Plan 1 or Visio Plan 2?
2. May I confirm whether you encountered issue when accessing Visio desktop app on Windows? If yes, Please provide me a screenshot of the error message you’ve encountered.
3. Could you please sign in to Office portal: My account (office.com) and confirm whether you have the Visio subscription of your account? If yes, Please provide me a screenshot of your Visio Plan description of your account in Office portal in the following format:

Appreciate your understanding that sometimes the initial reply may not resolve the situation very soon. However, we can work together to narrow down and resolve the situation. Please kindly provide the requested information so that I can work further.

Hope you having a nice day.

Sincerely,

Harry | Microsoft Community Moderator