paying for visio plan 1 and can't use it or cancel it for over a year.

tolga egemen ertolga 0 Reputation points
2026-05-30T11:49:07.91+00:00

the title basically sums up my problem: paying for visio plan 1 and can't use it or cancel it for over a year.

Microsoft 365 and Office | Visio | For business | Other
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  1. Anonymous
    2026-05-30T12:43:25.6666667+00:00

    Hello @tolga egemen ertolga

    I would like to first clarify that this is a user-to-user support forum, and we are not Microsoft support. Moderators here do not have backend access and cannot directly intervene in Microsoft products or perform escalations. We can only provide technical guidance and best-practice recommendations based on reported issues.

    Also I'd like to share with you the information that the account associated with your Visio Plan 1 subscription should be a Microsoft 365 work or school account, not a personal account. Though you received invoices emails with your personal account, it's not the account which can be used to sign in Vision Plan 1 subscription.

    When you register a Microsoft 365 subscription, it will let you create a new Microsoft 365 work or school account. The work or school account can be used to access the services within your subscription and it looks like ******@contoso.onmicrosoft.com, or ******@contoso.com. So, I suggest you try to look for your Microsoft 365 work or school account fist, accessing the Microsoft 365 Admin Center and navigate to the Your products section through this link: Your products - Microsoft 365 admin center?  

    If you’re unable to sign in with the correct account, a useful workaround is creating a trial tenant using the following link: Microsoft 365 Business Basic | Microsoft 365. After creating the trial tenant, you will be able to access the Microsoft 365 Admin Center and raise a support ticket from there.

    Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket. During this process, please make sure to turn off the Support Assistant.

    User's image

    When submitting your request, make sure to clearly explain your situation, for example: “I have been paying for Visio Plan 1 for over a year. However, I cannot access the product, and I am unable to find or cancel the subscription from any of my accounts. Despite this, I am still being charged regularly.”

    Also include any helpful details such as:

    • the email address(es) you may have used
    • billing amount and dates

    Also, please be aware that the trial subscription is valid for 30 days. Before it expires, remember to cancel the trial in the Microsoft 365 Admin Center to avoid any charges. You can follow this guide for instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

    I know this isn’t ideal, but in cases like yours, the support team is the only group that can investigate and resolve it properly. Hopefully they’ll be able to trace it quickly and get the billing stopped for you.
    Thank you for understanding and I really hope you get this resolved soon.

    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.

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  2. AI answer

    2026-05-30T11:49:21.8633333+00:00

    To stop being charged and regain control of the Visio Plan 1 subscription, follow these steps in order:

    1. Go to the Services & subscriptions page
    2. Locate the Visio Plan 1 subscription
      • Under Services & subscriptions, find Visio Plan 1.
    3. Try to cancel or turn off recurring billing
      • Select Manage next to Visio Plan 1.
      • If available, select Cancel subscription and follow the prompts.
      • If Cancel is not shown but Turn off recurring billing is, select Turn off recurring billing. In that case, the subscription will end on the date shown and will not renew.
    4. If there is no cancel option
      • Work through the checks in Unable to cancel your Microsoft subscription:
        • Confirm Visio Plan 1 was not purchased through a third-party retailer (Amazon, Best Buy, etc.) or mobile app store. If it was, cancellation must be done with that retailer or store.
        • Make sure the correct Microsoft account is being used to sign in.
        • Ensure there is no overdue balance on the payment method; if there is, pay it first, then try cancellation again.
      • If the subscription was purchased in Germany, use the dedicated flow at Cancel a Microsoft subscription acquired in Germany (linked from the article) to cancel without signing in.
    5. If still unable to cancel online
      • Use the guided support link in Unable to cancel your Microsoft subscription to contact Microsoft support and have them review and cancel the Visio Plan 1 subscription.

    If Visio Plan 1 is active but not usable, also verify that the account being used to sign in to Visio on the web (via Microsoft 365) is the same one that owns the Visio Plan 1 license, since Visio for the web is tied to the specific Microsoft 365 account and plan.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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