cant switch to account that has permission to cancel account

Hi Valerie Allan

Thank you for reaching out to the Q&A Forum. To better assist you, I need a few details to understand your situation:

1. Which email did you use to buy Visio? (Don’t share your password.) Is it a personal email (e.g., @gmail.com/@outlook.com) or a work/school email (e.g., @company.com)?
2. You mentioned you “can’t switch to the account that has permission” and also “don’t have permission to cancel.” Could you clarify, are these issues happening on the same account or different accounts?
3. When you sign in at account.microsoft.com/services with the account you used to buy Visio, do you see Visio listed? (Yes/No + screenshot). If yes, cancellations are done here.
4. When you sign in at admin.microsoft.com, can you access the Admin Center? If yes, do you see Billing > Your products > Visio? Business subscriptions are canceled by an admin. If you are not an admin, please contact your admin to finalize the cancellation.
5. If you cannot log in to the Admin Center, do you get any sign-in message like “You can’t sign in here with a personal account…”? Please share the exact wording. In this case, this usually means a work/school (organization) account exists for that email and the personal route won’t work. You may try opening InPrivate/Incognito mode and sign in again at admin.microsoft.com using the work account. If you can access the Admin Center and see Billing > Your products > Visio, try to cancel it from there. If you still don’t have the right permissions, we’ll need to escalate to Microsoft Support.
6. Do you remember where you purchased Visio (Microsoft Store, a reseller like Amazon/Best Buy, or an app store)? If it’s via a reseller/app store, you must cancel with that merchant; Microsoft can’t cancel it in the portal.
7. Do you still have a Microsoft order number, approximate purchase date, or a recent invoice? If yes, you can contact Microsoft Support (choose Billing/Subscriptions) for further help, since this forum cannot process cancellations directly.

Hope this information helpful and please understand that our initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution.

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