Novice II
Status: New

I manage multiple accounts for my family.  Specifically, I pay the bills for them.  Today, Visible forced me to enable MFA when I logged into the accounts to pay the bills.  (Auto-pay is NOT an option that I'm willing to do).  Now, when I log into my mom's account, her phone gets texted with the MFA code.  Unfortunately, she lives in another state, and I'm not willing to call her every time I need to manage her account and ask for the MFA code (especially not if I'm doing things at 2AM!)


I need to opt-out permanently from the MFA process or (preferably) set it up to use email or an alternate phone number.  Neither option appears to be available.  I spent almost and hour chatting with a Visible agent, explaining the situation.  She said that it MFA could be disabled permanently, but it would require a new SIM (or eSIM).  I'm skeptical that this exercise wouldn't just result in me being forced to re-enable MFA after I get the new SIMs.   I said fine, we'll try it.  Please send me new SIMs for the phones.  She couldn't do that -- and I needed to login to each account and start the chat again with a new agent to get a new SIM for that account.  (I was already logged into my account, BTW!)  Bottom line: after wasting an hour of my time, my problem is not resolved, and I don't have much confidence that it will be.

Visible: please allow accounts to opt-out of MFA, or have an alternative solution such as I outlined above.  You will lose all my business if this is not an option quickly made available -- especially after forcing MFA on me without ever notifying me in advance that it was coming.


I don't think my use-case is rare.  Am I the only person who manages another person's Visible account (such as a spouses, child's and/or parent's account)?  What about paying for a child's account who's away at college? 


Visible, the ball is in your court.


I am in the same situation! I manage and pay for multiple visible accounts for my family and I travel a lot out of state. My credit card is attached to all these accounts so why can't I use the email + password as the 2FA?? I am considering switching bcoz this is insane. VERY UNHAPPY!!!!!!!!


Absolutely! See last few comments in:


This is also a prepaid service where it is not that uncommon to let the service expire sometimes if/as needed. Then it's a hassle to try to get in the account to pay. They really did not think how 2FA should work. It should always be optional, not mandatory, and the user should have an option for the method.


I talked to their customer service and they did not care one bit when I mentioned this might lead me to switch service as it is an unnecessary hassle. They actually gave me instructions on how to leave, haha. I must say I found this to be somewhat refreshing since other places can make it hard to try to cancel  a service but they were actually quite helpful about it.