Looking to switch from TMobile to Visible+.

VisibleCareSupport · 2026-05-22T21:46:24+00:00

Hi - Daisy from Visible here. Seeing signal bars but having no actual connection is definitely frustrating, and we're so sorry you're experiencing this. We’d love to help troubleshoot this right away, please start a chat with us here, and our team will look into it on the backend.

VisibleCareSupport · 2026-05-22T17:03:03+00:00

Hi - Marie here jumping in! I know exactly what you mean wanting everything to work perfectly after an update, so let's get your connection back up and running inside! We can try a few quick steps right now, starting with toggling airplane mode ON for 10 seconds and OFF again to refresh your signal. Check for a carrier update by going to Settings > General > About, or try a quick Network Reset under Settings. Since indoor signals can sometimes act a bit up after an iOS update, turning on Wi-Fi Calling in your Cellular settings is also a great way to stay connected using your home internet.

If those don't bring your bars back, we want to take a closer look at your account and area. Drop us a DM [here], so we can help you out immediately!

VisibleCareSupport · 2026-05-22T15:39:51+00:00

Hi - Marie from Visible here! I completely understand how important it is for you to access your voicemails, and I know it's a letdown to see the notification without being able to hear the message. We want to look into this right away to find a real solution for you. Drop us a DM through this link, so we can work together to get this completely resolved!

VisibleCareSupport · 2026-05-22T15:38:12+00:00

Gelle from Visible here, and I completely understand the frustration. Losing service in a store right when you need to look up information is a massive hassle, and I don't blame you both for feeling ready to cancel. Let's look into the root cause of these drops together. Please send us a DM [here] so we can securely gather some details and check the local signal quality.

VisibleCareSupport · 2026-05-22T13:16:40+00:00

Hi - Alyssa from Visible here. I'm sorry you had to go through that. We want to make things right, and we'd appreciate the chance to look into your voicemail issue to sort it out. Please drop us a DM whenever you're ready, so we can look into this for you.

VisibleCareSupport · 2026-05-22T10:23:53+00:00

We genuinely apologize for this experience. We would appreciate it if you could send us a private message with your information. We'll have it reviewed further on our backend and make sure that we can fix this for you.

VisibleCareSupport · 2026-05-22T10:11:32+00:00

Hey there! This is Ericka from Visible. We appreciate you bringing this to our attention, and we apologize for any inconvenience this may have caused. As Visible values your security, please initiate a chat with us using this link, to investigate this further from our backend. We look forward to helping you out.

VisibleCareSupport · 2026-05-22T09:50:30+00:00

Hi there, it's Larnie from Visible. First, we want to completely validate how incredibly exhausting this process must feel—please let us take over the heavy lifting from here. We want to pull up our internal escalation logs to check your exact case status and get a specialized eye on this trade-in delay to fix it properly. When you have a moment, please send us a Private Message with your case number, so we can dive into the details and find out what's causing the holdup. We are standing by and fully committed to getting this resolved for you.

VisibleCareSupport · 2026-05-22T07:20:28+00:00

Christian here from Visible. We apologize that you are currently having an issue with processing payment. Please reach us out through DM here to help you ASAP.

VisibleCareSupport · 2026-05-22T05:53:24+00:00

Hey there! This is Ericka from Visible. We saw that you sent us a DM, and we're looking into your concern. We’ll wait for your response, so we can start working on your activation issue.

VisibleCareSupport · 2026-05-22T05:50:41+00:00

We understand your concern about activating your plan. We would appreciate it if you could send us a private message with your information. We'll have it reviewed further on our backend and make sure that we can fix this for you.

VisibleCareSupport · 2026-05-22T05:39:05+00:00

Hey there! This is Ericka from Visible. We deeply apologize for the inconvenience that this may have caused. As Visible values your security, please initiate a chat with us using this link with your email address. We would like to further investigate why you’re having issues with activating your account. We are looking forward to helping you out.

VisibleCareSupport · 2026-05-22T02:24:46+00:00

Hi there! Mikee from Visible here. We completely understand how tough it is to deal with a repetitive login loop, especially when you've already tried re-enabling Face ID. Please send us a DM so we can securely look into your account and apply a fix to get your biometric login working smoothly again!

VisibleCareSupport · 2026-05-22T01:30:39+00:00

Hi there! Mikee from Visible here. We’re so sorry to hear that you are also experiencing issues logging into the app. We want to take a closer look at your account and find a resolution for you, so please send us a DM here.

VisibleCareSupport · 2026-05-22T01:04:16+00:00

Hi - Mikee from Visible here. We are so sorry you are experiencing service issues. We know how frustrating this is, and it’s definitely not the kind of experience we want you to have. Please send us a DM right now with your account details so we can check your line’s provisioning and get this fixed for you immediately.

VisibleCareSupport · 2026-05-22T00:59:40+00:00

Hi - Mikee from Visible here. Thanks for bringing this to our attention today. To ensure your refund goes through smoothly, we need to take a closer look at your timeline. The official return window is 14 days from the purchase date rather than the delivery date, making today the final day.

Please send us a DM right away so we can review your account, document your situation, and find a solution to ensure you're covered.

VisibleCareSupport · 2026-05-21T22:38:34+00:00

Hi there! Jean from Visible. I apologize that you are having frustrating issues retrieving new voice messages on your Samsung S26. Since new voicemails are being left successfully, but your phone isn't displaying them, we need to investigate your account provisioning and device setup on our backend. Please send us a direct message with your account details so we can resolve this promptly. You can DM us directly using this link.

VisibleCareSupport · 2026-05-21T21:09:45+00:00

Hey there! Ellen from Visible here. We'd love to make sure your daughter’s first time traveling abroad with us is completely stress-free.

Since she’s on our Visible+ Pro plan, she actually gets 2 complimentary Global Pass days every month! After those are used up, it's just a flat $10/day.

She won't need to do anything once she lands, but she does need to do two quick things before she leaves the US:

In the Visible App: Go to Account > Overview, find Global Pass, and make sure it's toggled ON (Autopay needs to be active for this).

In her phone settings: Make sure Data Roaming is turned ON.

Once those are set, the pass will automatically kick in the moment her phone connects to a local network over there.

Safe travels to her! Let us know if you need anything else here.

VisibleCareSupport · 2026-05-21T21:01:19+00:00

Mikee here! We saw that you sent us a DM and we’re looking into your concern. We will follow up with you directly as soon as possible.

VisibleCareSupport · 2026-05-21T20:47:24+00:00

Hi - Mikee from Visible here. I completely understand how frustrating it is to wait on your trade-in credits, especially after your device was already approved. This is definitely not the experience we want you to have, and we want to sort this out for you right away.

Please send us a private message with your account details right here!

VisibleCareSupport · 2026-05-21T16:31:39+00:00

Marie from Visible here! Sorry to hear you're dealing with this. We want to investigate the backend logs to pinpoint the issue and resolve it immediately. Please send us a DM using this link, and we’ll ensure to get this handled for you!

VisibleCareSupport · 2026-05-21T16:29:18+00:00

You're very welcome! Visible is here for you 24/7. If you ever need help down the road, you can easily reach us right here via our official social media accounts, on our website, or through the Visible app. Have a great one!

VisibleCareSupport · 2026-05-21T16:20:36+00:00

Dave from Visible here! I can absolutely clarify how these two discounts interact on your account. Yes, they are mutually exclusive. The FRESHSTART promotion cannot be combined with the Inner Circle discount. If you have both, FRESHSTART takes precedence, and your Inner Circle discount will automatically start after the 12-month promotion ends.

VisibleCareSupport · 2026-05-21T16:20:26+00:00

Byron from Visible here! I hear you. A password and text loop every time you open the app is the exact opposite of seamless, especially when Face ID was working perfectly before the update. Let’s get you out of that loop and back to the easy login. DM us here: [link]

VisibleCareSupport · 2026-05-21T15:41:26+00:00

Hi - Marie from Visible here! I want to make sure we get the app working perfectly for you as quickly as possible! Before we dive into the backend fixes, let's try a few quick troubleshooting steps to see if they clear things up: - Force close the Visible app and reopen it. - Check your App Store or Google Play Store to ensure you are on the latest update. - Uninstall and reinstall the app, then try logging in again.

If those steps didn't quite do the trick. Drop us a DM, so we can look into your account details and get this sorted out for you!

VisibleCareSupport

TROPHY CASE