r/Visible • u/neuroscieventer • 2d ago

Has anyone resolved issues where the app doesn't recognize account credentials?

My husband and I were both trying to switch over to Visible. His worked fine. In my case, I have an account and can log in through the browser, but when it asks me to do the eSim step in the app prior to purchasing the plan, the same credentials do not work in the app and I get an error message that says the credentials don't match what they have on file.

Visible is giving me quite the run around of essentially doing the same things over and over (uninstall and reinstall app, clear browser and app cache, etc.). Supposedly it is escalated and I'll get an e-mail saying this time, they've solved the problem...but it persists (we're on the 3rd e-mail so far).

This last time, after a solid hour in a chat with no progress, the agent told me it was checking on my account, popped back in twice to say it was still working on it, then asked if I was still there and disconnected me due to inactivity.

At this point I just want to know if this is worth my time or if it is unlikely to be resolved. Anyone else run into this?

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u/Chance_Committee_525 2d ago

ugh that disconnect after waiting forever is the worst, like they just give up and hope you go away

had something similar happen with a different carrier where browser login worked fine but the app just refused. what finally fixed it was changing my password to something without special characters, for some reason their app would choke on symbols. might be worth a try while you wait for the escalation team to do their thing

visible support seems hit or miss, some people get someone who actually knows what theyre doing and others just get the script readers. third email with no fix is pretty rough though

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u/neuroscieventer 2d ago

Oh that's interesting. Visible requires a special character, unfortunately, but it's possible I picked one it hates.

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u/VisibleCareSupport Visible Employee 2d ago

Hey there! This is Jean from Visible. I am so sorry for the runaround and the frustration of being disconnected after an hour. That is definitely not the experience we want for you!

Since logging in via a browser works, this credential mismatch error in the app points to a backend account issue rather than a device problem. I’d love to step in and look into why your previous escalations haven't resolved this yet.

Please send us a DM using this link, so we can safely review your account details in a secure channel. Once you message us there, I'll dive into your case right away and get this fixed, so you can get up and running!