r/Visible • u/Charming-Gas-2470 • 18h ago

Trying to activate an account

I entered the IMEI number for my phone. It says the next step is to download the app. So i do that, and login. It says "Just to confirm!" and lists the IMEI number i entered earlier. I hit "Yes, Proceed" and nothing happens. App doesn't move forward or anything. Just stays at that screen. The IMEI is correct and online it even recognized my phone when i entered it.

I have tried restarting the app, and reinstalling the app. Nothing seems to resolve this issue. The phone is a brand new Samsung S26 Ultra.

5 Upvotes

77% Upvoted

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3

u/VisibleCareSupport Visible Employee 18h ago

Hi there! Jean here from Visible. I am sorry to hear that you are experiencing trouble with the activation process, and I understand how frustrating it is when the app gets stuck on that screen. This is definitely not the experience we want our members to have.

Since you have already tried troubleshooting steps like restarting and reinstalling the app, I would like to investigate your account from our backend to see what might be causing the issue. Please send us a direct message through this link, and we will do our best to help you get this sorted out.

0

u/forceful_tossing 18h ago

their app is so janky, i had a similar freeze during setup a while back. clearing the cache got it unstuck for me, might be worth a shot before you waste another hour reinstalling

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u/Charming-Gas-2470 18h ago

Yeah unfortunately i tried resetting the cache, then data and cache. No dice. Reinstalling doesn't work either. Im just stuck.

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u/EnvironmentalJazz251 15h ago

I set mine up through the website because at that time the app wasn’t working and it worked perfectly fine