I bought Visio 2013 Professional from our company account. We also have 2 Project 2013 Standard Licenses on the same. When I navigate to my products in my account and try to download Visio 2013 on the desired computer, the hyperlink redirects me to download / installation of Project (which has already been downloaded and the license is in use on another company computer).

I even tried downloading a trial version and then activating the trail but it doesn't seem to work. The error message I get when trying to do this is "The products we found in your account can't be used to activate Visio." It for some reason thinks I do not own the product, which my account displays my product with a license key but the hyperlink doesn't allow me to download or install it because it redirects me to Project installation page.

Calling Microsoft Tech Support was the worst experience I have ever had. I was on call for over 2 hours being transferred from one department to another being told that it was "out of scope" for the person I was talking to, and then id eventually get transferred back to the main menu. 

We have spend SO much money on this product and cannot even use it. This is ridiculous! Also, talking about after sales customer service....i dont think it even exists.

I'd really appreciate help in resolving this issue ASAP. Its been two weeks and this is my last resort to get this sorted out so that we can finally use the product we paid so much money for. 

Hi,

I have definitely heard your frustration, and we're thinking about ways to troubleshoot this issue.

Would you like to share us your download page and link?  And, please try this link to download:

https://fp-pr1.ds.microsoft.com/TransferFile/FileTransfer.dll?Cmd=1&MN=874495964&Dir=1&Mode=0&Off=0&TS=E5B91A06-FDA7-4EB3-86DA-1CB526DD7ABC&CVN=5,0,0,32

Then, based on the error message, please the 2 workaround.

1. Don't activate the product using your account credentials. Just enter your product key manually to activate Office 2013 copy.

Open Control Panel and click on Programs and Features icon >Right Click on Microsoft Visio
 >Enter a Product Key > Type your 25-characters product key and click on Continue button.

2. Use Phone activate
http://support.microsoft.com/kb/950929

If you have any update, please feel free let us know.

Regards,

George Zhao
TechNet Community Support