I can not access VISIO PLAN 2 that I paid for

Dear @GUSTAVO CHONA,

Thank you for posting your question in the Microsoft Q&A forum.

Visio Plan 2 requires a work or school account, not a personal Microsoft account. Personal accounts can only use Visio Web App (free) or purchase Visio Standard/Professional as a one-time download. Visio Plan 2 subscription is part of Microsoft 365 for business/enterprise and requires an organizational account.

If you purchased it but can’t log in because you forgot the password, here are some steps I recommend you check again while waiting for investigating:

Step 1: Confirm the Account Type

Check the purchase confirmation email. If it shows an organization domain (e.g., @yourcompany.com), it’s a work account. If you are using business account, are you the admin (Can you sign in to https://admin.microsoft.com and confirm the Visio Plan 2 license is assigned to your account?) If not, are there any other IT admins in you tenant/your company?

If it’s a personal account (e.g., Outlook.com, Hotmail), Visio Plan 2 cannot be activated. In that case, you’ll need to contact Microsoft Support to switch to the correct account type.

Step 2: Reset Your Password/Authentication method

Option 1: For work/school accounts, the most direct method is to call Microsoft's support line to raise a request for resetting your password. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

Note: If you are user, please ask you admin to do

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

Option 2: If you purchased Visio Plan 2 with a personal account, please contact https://support.microsoft.com/en-us/contactus for assistance.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward for your reply.

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