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Requesting help in Subscription

Darshika Ushani 0 Reputation points
2025-10-30T11:18:10.3033333+00:00

Hello,

I have a subscription on visio and i really to cancel it but the problem is I cannot login into the account to cancel it and the account where i get my billing is not the account. There is different one and when I try to login it doesn't allow me and ask me to use authenticator, even if i use it, it doesn't show the code to get approved. I really need an answer and i need to cancel it

Microsoft 365 and Office | Visio | Other | Other
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  1. Gabriel-N 17,785 Reputation points Microsoft External Staff Moderator
    2025-10-30T13:12:07.83+00:00

    Hello Darshika Ushani

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

    From your description, you cannot log in to account which has the Visio subscription.

    Assuming this email is a work/school account, your company's IT team or Helpdesk can reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device. As a Forum Moderator, we do not have administrative access to change these settings. Only your company's IT team can adjust or reset the MFA configuration. For more details, see this Microsoft article: Manage user authentication methods for Microsoft Entra multifactor authentication

    If you're the only Global Administrator and completely locked out, Microsoft Support is the only team that can assist. Please call them using the numbers listed here: Customer service phone numbers - Microsoft Support When speaking with the support agent, please explain that your tenant is currently blocked and you do not have access to it. Kindly request that the agent create a support ticket on behalf of the blocked tenant, as you’re unable to do so yourself.

    Alternatively, you can set up a temporary Microsoft 365 tenant using a trial license: Microsoft 365 Business Plans and Pricing | Microsoft 365. Click Try for free to create a temporary tenant.

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    Use this account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of your primary (locked) account. Select Support > Help and support, enter your question, and select Contact support. This temporary account is only needed for submitting the request and can be deleted afterward to avoid any charges. When the agent contacts you, please explain again that your original tenant is blocked and request that they create a support ticket on its behalf. 

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    Please note that the resolution process may take up to 20 business days, as the Data Protection Team is currently handling a high volume of cases. I hope this information is helpful. If this does not match your situation, please reply with more details. 

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    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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