Can't cancel an old monthly VISIO subscription, can't access the invoice, none of my accounts work

Question

Can't cancel an old monthly VISIO subscription, can't access the invoice, none of my accounts work

Todd Green 20

I have tried repeatedly to cancel an old VISO subscription. Every month I get a bill for $5.25 (current notice attached). None of the information in the email makes sense. The link to the invoice requires an account/password. None of the ones I have in my password manager work. And I have ALL of the ones ever created. I reviewed some of the other posts with suggested courses of action. Tried all of them, no success. And I can't find a number to call to resolve this without going down a useless AI question/response rabbit hole. Does anyone have a viable corporate contact (name, phone number, or at least their mailing address)? Should I "lawyer up"? Should I start posting notices that MS subscriptions might be a scam since you can't cancel them? Thank you.

Todd Green 20 Reputation points

2026-01-25T14:16:48.4033333+00:00

Off to a poor start already - AI bot tried to formulate a response and couldn't. LoL.
Fiona Mainey 0 Reputation points

2026-01-26T04:00:38.0833333+00:00

I'm having exactly the same issue and I thought I cancelled it a year ago but have still been charged. I cannot even login to the Microsoft account because it wants me to enter the Microsoft Authenticator code but I haven't added it to Microsoft Authenticator. Then it says I need to change the DNS to get access to reset MFA.
Gabriel-N 17,785 Reputation points Microsoft External Staff Moderator

2026-01-26T07:20:42.8866667+00:00

Dear Fiona Mainey

Thank you for sharing your feedback.

Please try following the steps I provided earlier to resolve the login and MFA issue.

If the problem continues, it would be best to create a new thread with more details so the community can support you more effectively.

(Please remember to remove any personal or sensitive information before posting.)

Answer accepted by question author

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Todd Green 20 Reputation points

2026-01-25T14:16:48.4033333+00:00

Off to a poor start already - AI bot tried to formulate a response and couldn't. LoL.
Fiona Mainey 0 Reputation points

2026-01-26T04:00:38.0833333+00:00

I'm having exactly the same issue and I thought I cancelled it a year ago but have still been charged. I cannot even login to the Microsoft account because it wants me to enter the Microsoft Authenticator code but I haven't added it to Microsoft Authenticator. Then it says I need to change the DNS to get access to reset MFA.
Gabriel-N 17,785 Reputation points Microsoft External Staff Moderator

2026-01-26T07:20:42.8866667+00:00

Dear Fiona Mainey

Thank you for sharing your feedback.

Please try following the steps I provided earlier to resolve the login and MFA issue.

If the problem continues, it would be best to create a new thread with more details so the community can support you more effectively.

(Please remember to remove any personal or sensitive information before posting.)

Answer 1

Dear Todd Green

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

Please note that, as a forum moderator, I do not have access to the internal systems required to investigate individual account-related issues due to privacy and security constraints.

Based on your description and the monthly charge amount, it appears the subscription may be Visio Plan 1 (monthly). Visio Plan 1 and Visio Plan 2 are designed as Business/Commercial subscriptions, so the subscription may be associated with a work/school (business) account, or a “business tenant” account you may have created in the past, rather than a standard personal consumer subscription. Please try signing in with any business/work/school accounts you may have used previously on this page: https://portal.office.com/account/?ref=Harmony and check whether Visio Plan 1 appears in the Subscriptions section.

User's image

Another method to investigate a Microsoft billing charge is to use the official “Investigate a billing charge” support flow. You can start here and choose the option that best matches your situation: https://support.microsoft.com/home/contact?linkquery=How%20to%20investigate%20a%20billing%20charge%20from%20Microsoft

For reference, Microsoft’s guidance on investigating charges also advises that if you suspect compromised payment details, you should contact your bank/payment provider to prevent further charges: How to investigate a billing charge from Microsoft

If you prefer phone support, you can also find official Microsoft customer service phone numbers for users who hold business licenses by country/region here: Customer service phone numbers

Hope this information helps, and I’m sorry for any inconvenience this may have caused.

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.

Todd Green 20 Reputation points

2026-01-26T01:28:52.2633333+00:00

Thank you. Some of this should be of help.
Gabriel-N 17,785 Reputation points Microsoft External Staff Moderator

2026-01-26T07:15:57.99+00:00

Dear Todd Green

I’m really happy to hear that the information I shared was helpful to you! I hope it guides you toward stopping any further unnecessary charges. If you need anything else, feel free to reach out.

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Can't cancel an old monthly VISIO subscription, can't access the invoice, none of my accounts work

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