Unable to access Visio account

Question

Hello! I previously posted this on the O365 support chat and was directed here.

I have an active (billed) subscription to Visio which, for some reason, is not associated with my personal account (O365 subscription). I am unable to log into my Visio account to download the desktop app onto my PC (or use the web version of the app). So basically, I am paying a monthly fee for a product I cannot use.

Basically, the process is this:

1.I try to log into the account from the standard login page, using my correct credentials (first account in the screenshot below).

2. I am taken to the verification screen, which is linked to the Authenticator app.

The Visio account is not active in Authenticator, and I cannot add it to the Authenticator app because I need to be logged into my account to add it. So there is no Authenticator code sent from the login screen.

3. If I click on the "Sign in another way" link I am taken to this screen:

When I click on the "Use a verification code" option, I am taken back to the same Authenticator screen:

4. I cannot add an alternative sign-in option, because these have to be set up from your account, which I cannot log into.

So in short, there is a circular logic where I need to log into my account in order to log into my account.

This has happened a couple of times before. I believe my password needs to be reset at some uber-high service level, which means I need to talk to someone at Microsoft support, however I cannot find a contact number anywhere.

My questions are:

1. Does anyone know how I can fix this issue myself?
2. If not, does anyone have the support number for Visio accounts (I think they are classified as a business account - the username/email address has to be [name]@[name].onmicrosoft.com)?
3. If anyone knows of this issue, do you have any info on why it happens and how to stop it happening again?

Many thanks, R

Answer 1

Hi,

I suggest you check the version of Visio you're using in PC, if you're using the Visio Plan 2, you can only use Business account to login and you cannot use the personal account.

I also suggest you try this method to remove the cached Office account identities from the registry:

1.    Start Registry Editor. 

2.    Locate the following registry subkey: 

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity

1.    Right-click Identity, and then select Delete. 

Then sign in again and check if this issue is still existed.

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