App Login Error


I had an old iphone 7 plus and a visible account and bought a new iphone 11 and got a whole new visible (second separate account with separate login)  Online I was able to order my new sim card and get a whole new phone number for the new phone and account. I cancelled the old account and number. I want to upgrade to the Visible +  plan but online says I have to use the app to login and complete the transaction. App login doesn't think I have service. Like it knows my name but keeps prompting me to set up the phone that I am currently using with them and billed with them and is completely set up. I am leaving for Mexico in 3 days and just want to upgrade??? Have wasted now two days and 4= hours waiting on the chat to just have it time out.