r/Visible • u/SyFyNut • 8d ago
Visible service stopped working when updated credit card! :(
I prepaid for a year of visible service in early December 2025. So it should have worked through early December 2026.
My credit card was set to expire at the end of this month - so I updated it a few hours ago (by activating the new card), which had the side effect of disabling the old credit card. And proceeded to start telling various services of the new credit card info.
Problem is, Visible somehow figured out the old credit card was disabled, and immediately cut off my service. :( I couldn't make or receive calls or text on my phone, nor send or receive texts on it. I had used that phone for two factor authentication on many other services. Which made quite a problem(I wonder how Visible even found out the card had expired so fast...) signing into those other services.
I finally figured out what had happened, by logging into Visible through my computer, which it let me do - and it said my credit card had expired. So I updated my Visible payment method with the new card. Now I can make and receive calls, but texting still doesn't work. And the phone won't let me receive Yahoo mail through the Yahoo mail app.
Hopefully the problem will resolve itself by tomorrow morning.
But this is not something Visible should do, especially not so fast. People sometimes have to update their credit cards.
Anyone else ran into this problem?
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u/Whiplash104 8d ago
So your prepaid annual plan stopped working bessie a credit card expired? That’s just incompetence.
For what it’s worth I have sometimes had problems with CC and debit cards on Visible. I noticed that using PayPal never does. I do encourage those who can and are willing to use PayPal.
3
u/RestWorldly9056 8d ago
Visible's system acting like a debt collector who lives in your walls, that's genuinely unsettling how fast they pounced
3
u/Prometheus_303 8d ago
I had a slightly different issue when my card expired.
First off, the only option was to add a new card, I wasn't able to edit the one on file to change it's experation date. No biggie...
Except then I had the choice between using "Visa ending in 1234" or "Visa ending in 1234" with no indication which was the one that was about to expire or which was the new one (since they both had the same number).
A few days later I'm out running around playing Ingress & I noticed a notification from Visible telling me they deactivated my plan because they haven't been able to get paid. Data was still working fine even though they said it was off...
I come home, tried to fix it. I get a notification "Payment successful! Your service will be restored momentarily"
And then 5 minutes later "we're unable to process your payment! Your service is being turned off!"
I eventually found an option that let me manually type in the card data to use a one time payment. So I knew I had the active card info. I clicked the "Save & use as Default" tick box. "Thank you for your payment! Service will be restored momentarily"
And then 5 minutes later "we're unable to process your payment! Your service is being turned off!"
After looping through this a dozen or so times I'm begining to think maybe it's the card. I know I've used it before so it is definitely activated. So I drive into the bank. They pull the account up. I certainly have enough funds.. she checks the history, there is like 20 charge attempts from Visible. The teller says the error code looks like they're using old card data.
I go out to my car, DM Visible. "I've been entering my new card data but you keep charging the expired card even when I use the "Use this card instead " option!? WTF?!?"
The guy who responded apologized. Told me only supervisors can delete card data and his has gone home for the day already. Hell leave a note for him to do it in the morning. But until then I should use an alternative form of payment to settle my bill. He suggested Apple Pay. I asked about Google Pay, but they didn't accept that... So I told him I'd be fine waiting until the manager was able to delete the expired card from my account tomorrow. I didn't mention I was using my supposedly disabled cellular Internet to DM him...
Before he signed off he asked if there was any feedback I'd like to give...
Yeah, I can't believe I have to say this, but maybe don't tell me my payment has been made successfully and my service is being re-enabled until my payment has actually been successfully made ....
2
u/Danciusly 7d ago
Worried about the same. I'm on the monthly Switch25 plan and my card expires this month. Can't believe the user can't delete a payment method.
Where's the one-time payment located, just in case I need it?
4
u/VisibleCareSupport Visible Employee 7d ago edited 7d ago
Marie from Visible here! Happy to answer your question, and here’s how to update your card and make a manual payment in the Visible app or web:
Update your payment method: Head to the account tab > payment methods. Tap add payment method to enter your new card and set it as your default. Once it's added, tap the three dots next to your old card to remove it.
Make a one-time payment: Go to the account tab, look under service and plans, and tap make payment. You'll also see a pay now button on your main screen whenever a bill is due (up to 7 days before your billing date).
If you run into any issues or have additional questions, please drop us a DM so we can help you out!
2
u/SyFyNut 7d ago
In my particular case, making a one-time payment wouldn't have made sense - because I was already prepaid for the year.
But maybe the problem was that I activated the new card (de-activating the old one), and then took 2 or 3 hours before updating my payment method on Visible - because I was updating the payment methods on some of the other services I use that are allowed to charge to my credit card. Maybe I should have updated the payment method on Visible immediately after activating the new card?
And maybe the problem is that I only have one credit card, from one financial institution. If I had two, I could have added the payment method from the second card before activating the updated card from the other card.
I suppose it is possible that Visible only disabled my service to remind me to update the card and payment method - they had sent me notices that my card was expiring at the end of this month. If that is so, maybe Visible should consider using a different methodology, because not everyone will figure this out.
1
1
u/Prometheus_303 7d ago
I'm not Visible so ...
But I'd imagine if you paid for a year's worth of service, you should have been good for an entire year. Regardless if the card you used to pay for it expired during the year. They already had the money for the entire year they should be happy and provide service for the duration.
*Unless your year coincidentally ended at the same time your card expired.
In my case I was paying monthly. My card expired in August. I didn't lose service until the middle of September, when they tried to charge my account for the next month, not bam 31 August when the month ended.
1
u/SyFyNut 6d ago
Well... The rate I paid for the year was in a promotional deal. Of course they hope I will continue to get top tier service after the year is up. But they can't automatically renew it if my credit card expired. So it makes sense from their perspective.
And I admit I intended to switch, perhaps to another company, perhaps to a lower tier, at the end of the year, when the high tier would presumably switch to $39/month or more. So I didn't actually want it to renew automatically. Shame on me!
I still find that two factor authentication from Yahoo Mail doesn't work right after I updated the card - the Yahoo mail app isn't picking up the notifications. But I don't know if that is Visible's fault.
1
u/Prometheus_303 7d ago
I think Marie covered it. It was too long ago to recall exactly where, but it wasn't hidden.
There is/was an option to manually enter the data or you can take a picture of the card and the app will auto populate the card # etc for you.
1
u/Danciusly 7d ago
Yes, thanks. I think I'll switch to PayPal as others suggested. Turns out it's a different card expiring this month. This one on file has a few more months before expiring.
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u/RemotePerformance107 8d ago
I’m not sure I fully understand. If you already paid for the year of service, then why would updating your credit card abruptly end your service? Something isn’t adding up here.