How do I add a product key to my m/s account?

Hello @iangcollinson

As you have shared, you already have an active Microsoft 365 subscription for Office and OneDrive, and you also have a separate Visio Professional 2019 product key that you would like to associate with the same Microsoft account. You were able to redeem it through the Office setup process and download Visio, but the installation did not complete and displayed an unexpected language-related message.

To confirm the situation and suggest the troubleshooting steps in the right direction, may I confirm a few points: 

• Did you redeem the Visio product key at https://setup.office.com while signed in with your Microsoft account?
• If you visit https://account.microsoft.com/services, do you see Visio Professional 2019 listed under your services and subscriptions?
• Which language is installed for your Microsoft 365 apps (for example, English US, English UK, German, French, etc.)?
• Do you remember any part of the language error message, or could you post a screenshot of it?

Along the way, I will share a few steps you can try to double‑check what might be happening on your end. 

1/ Confirm the Visio license is attached to your Microsoft account and install from that page

• Confirm that Visio Professional 2019 is linked to your account and launch the installer from the correct location.
• Open https://account.microsoft.com/services.
• Sign in with the Microsoft account used when redeeming the Visio product key.
• Look for Visio Professional 2019 in the list of products and subscriptions.
• If it appears, select "Install" from the Visio entry.

This step confirms that the product key has already been added to your account and ensures the installation files are being obtained from the license associated with your account.

2/ Check your current Microsoft 365 installation details

Identify the Office language and whether your installation is 32-bit or 64-bit.

• Open Word or another Microsoft 365 app.
• Select "File" in the top-left corner.
• Select "Options" at the bottom of the left menu.

To check the language:

• Select "Language" from the left pane.
• Note the language shown under Office display language.

To check whether Office is 32-bit or 64-bit:

• Return to "Account".
• Select "About Word".

Note whether the version is listed as 32-bit or 64-bit at the top of the window.

This information helps determine whether Visio is attempting to install with a different language or architecture than the Microsoft 365 apps already installed, which can sometimes lead to the behavior you described.

If the issue still remains after trying all the steps above, please share a screenshot or provide more detailed information. I will check the situation and continue to support you. 

Kind regards, 

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Redeem the product key first (if you haven't already):

Go to Microsoft's redemption page and sign in with the Microsoft account you want to own the license.

Enter the 25-character Visio 2019 key.

Confirm that Visio Professional 2019 appears in your Microsoft account's Services & Subscriptions.

Check your existing Office installation

If your Microsoft 365 installation is 64-bit, install the 64-bit version of Visio 2019.

If it's 32-bit, install the 32-bit version of Visio 2019.

Mixing 32-bit and 64-bit Office products is not supported.

If you receive a language error

Make sure Visio is being installed in the same display language as your Microsoft 365 installation.

If your Office is installed in one language (for example, English) and Visio tries to install in another, the installer may fail.

If the installation still fails

Use the Microsoft Support and Recovery Assistant (SaRA) or completely remove any previous Visio or Office remnants, restart the PC, and then try installing Visio again.