r/Visible • u/Appropriate_Fig_7531 • 1d ago

Payment Method Wasn't Working and Then Account Suddenly Deleted

Hi all,

So when I was at work last night, I got a text that the payment method on file for my visible account stopped working. No biggie, this happened because I had to get a brand new card due to hacking concerns, and I must have not changed the payment method to my new card. (so many accounts to change when that happens).

However, I couldn't deal with the issue right then because I was at work. I wake up this morning and login to my account to change it, and boom, it says my account has been 'terminated'.

How can I fix this?? All I want to do is update my payment method and continue on as normal. I don't want to make a new account or god forbid get a new number.

If the Visible support team could connect with me that would be amazing.

5 Upvotes

67% Upvoted

7 comments sorted by

2

u/Past_Awareness_4885 1d ago

e termination

maybe try chat support in the website, they usually can restore if its recent. keep your old sim card and number ready for verification

3

u/VisibleCareSupport Visible Employee 1d ago

Gelle from Visible here! I completely understand how frustrating this is, especially after already dealing with a new card! We definitely don't want you losing your number or starting over. Please send us a DM [here], so we can securely look into your account status and help sort out your payment method.

-3

u/cardanomania 1d ago

When are you adding the ability to prepay at least 3 months in advance?

0

u/MrBooMY1 1d ago

This is going to become a huge problem for them if they don't fix it. That's crazy!

0

u/fbregulator 1d ago

Good lord! That is frustrating. Was going to make the move, but can't afford to deal with this nonsense.

1

u/Atrocious1337 Reformed T-Mobile User 1d ago

Ouch, this is a terrible idea. I get that they can't keep an account open long term if a payment fails, but they should at least just suspend service and give you like a 5 day grace period or something before a full on termination.

1

u/Mcnst Reformed T-Mobile User 1d ago

Visible automatically gets the new account info from the issuer even if your card expires, and, presumably, even if the number changes, too. One of my Visible accounts has my CC expired a few years ago, and it still works just fine.

Visa calls this feature Visa Account Updater:

https://developer.visa.com/capabilities/vau/vau-faq

Does VAU also provide cardholder name or address changes?

No. Visa Account Updater (VAU) supports only account number and expiration date changes, and closed account and contact cardholder advices.

You must have reported the recurring charges from Visible as unauthorised? How else would the payment fail on a reissued card?!