How to cancel a Visio subscription if I cannot access my account

Question

How to cancel a Visio subscription if I cannot access my account

Mark Thorp 0

I have a vision subscription that I have been paying monthly for 3 years. For the last year I have been unable to log in.

My Microsoft account is for personal use and only covers MS 365.

The monthly invoice emails for Visio suggest the subsription was started with a work account - Organisation Name and Domain are listed. However I have no idea how that happened or how to log in to that account. The emails are from a no-reply address and give no indication of how to contact MS without logging in

My attempts to solve this through chats with Microsoft have failed. I end up in a loop.

Any ideas?

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1 answer

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Answer 1

Dear @Mark,

I hope you’re having a good day

Based on your description, the key issue appears to be that you are still being billed for a Visio subscription, but you no longer know which Microsoft work account or tenant owns that subscription, making it impossible to cancel it through the normal self-service process.

Since the invoice emails already contain an Organization Name and Domain, I would keep those emails available as they may help Microsoft identify the subscription during ownership verification.

I recommend the following:

Gather the information from the invoice emails:
- Organization Name
- Domain name
- Invoice numbers
- Subscription charges
- Billing email address receiving the invoices
- Last few payment dates and amounts
Contact Microsoft Customer Service using the official phone numbers: Customer service phone numbers – Microsoft Support
When you reach an agent, explain the situation as clearly as possible I would also recommend calling during opening hours when possible. From my experience, it can be difficult to reach the right support queue at times, and automated systems don't always behave as expected. If you can't get through on the first try, consider trying again later or at a different time of day.

If phone support asks for verification, be prepared to provide:

Organization Name from the invoice
- Domain listed on the invoice
- Invoice numbers
- Payment method details (for example, the last four digits of the card being charged)
- Billing address, if known

Because this is primarily a billing and subscription ownership issue, Microsoft's billing team is in the best position to trace the subscription and determine what verification is required before they can assist with cancellation.

I understand how frustrating it must be to continue paying for a subscription that you cannot access, especially after trying multiple support channels. Hopefully the combination of the invoice details, organization name, and domain will allow the billing team to locate the subscription and help you resolve it.

Warm regards,

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