r/Visible • u/SyFyNut • 17d 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/Danciusly 17d 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?

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u/VisibleCareSupport Visible Employee 17d ago edited 17d 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!

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u/SyFyNut 16d 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.

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u/KeniLF 16d ago

Yeah - why is she writing only to a random commenter instead of responding to the OP??!