Visio Plan 2: Paid Subscription Renewed but Unable to Sign In, Reinstall, or Access Microsoft 365 Tenant

I need assistance restoring access to an existing Microsoft Visio Plan 2 subscription.

Background

I purchased Visio Plan 2 directly from Microsoft using my personal Microsoft account. I previously installed and used the software successfully.

Approximately two weeks ago, I rebuilt my Windows computer. Since then, I have been unable to reinstall or access Visio.

Microsoft successfully renewed my subscription on October 20, 2026. I received the official renewal confirmation identifying one Visio Plan 2 license and a Primary Tenant ID. My financial institution also confirms the corresponding $18 transaction.

Error Messages

When attempting to sign in, I receive:

"You can't sign in here with a personal account. Use your work or school account instead."

When attempting to access the Microsoft 365 Admin Center, I receive:

"Your account doesn't have permission to view or manage this page."

I have only one known Microsoft account and have never been provided a separate organizational administrator account.

Troubleshooting and Support Attempts

Followed Microsoft's official Visio Plan 2 installation instructions.

Attempted to access the Microsoft 365 Admin Center.

Contacted three published Microsoft support telephone numbers. All routed me through automated systems and disconnected without providing access to a representative.

• I tried Microsoft's online chat support, but it repeatedly failed and prompted me to refresh the page and start a new conversation.

Assistance Requested

I need Microsoft to identify the administrator identity associated with my existing tenant, verify the assignment of my paid Visio Plan 2 license, and provide a way to recover access and reinstall my software.

I can provide the tenant ID, renewal confirmation, and supporting billing documentation privately for verification.

I am not requesting cancellation. I need access restored to the software I continue to pay for.