Apple Watch eSIM Setup Failed

imVisible
Novice II

I have a $30/mo plan and I’m activating the +$5 eSIM plan for my Apple Watch. In the iOS Watch app, I followed the instructions and logged in to a Visible web page and filled all the info to purchase the new plan. After a charge was placed on my account, the web page crashed, and whenever I went back to restart the process from the Watch app, the Visible web page says, “Something’s not quite right,” and tells me to go the Visible app… It’s been over 12hr and I’ve restarted both the iPhone and the Apple Watch. Any suggestions?

1 ACCEPTED SOLUTION

imVisible
Novice II

FIXED

Problem

Tried to activate eSIM from the iOS Watch app, completed major steps and was charged $5 but the web site crashed. Afterwards, kept getting the page "Something's not quite right."

Progress

I went to Twitter@visiblecare, provided account name & account email.

Twitter responder agreed to "escalate to specialists."

I received an email telling me to reinstall the Visible app & restart devices, which didn't help.

I went back to Twitter and was asked to provide my phone's IMEI.

Twitter responder said my phone's not compatible with their eSIM (so that I couldn't use it on my watch), though I'd been using a physical Visible SIM card.

Twitter responder agreed to report back to their team after I asked for refund.

I received an email several days later, when my watch had been automatically activated.

I've tested that the eSIM is working on my watch without my phone around.

It took 1 week from my first try to activate the watch myself.

View solution in original post

9 REPLIES 9

TheCellTower
Intermediate III

This has to be escalated to the higher department via the chat and they will resolve it. It could take up to 2 weeks 

Really?  I had a similar problem.  Tried a dozen things with support to no avail.   Not escalated.  I guess I need to specifically request escalation?

 

Thanks. But, queue for live chat on the website? It takes two weeks till it’s resolved??

Others had the same issue and it took them 2 weeks, the costomer care can't fix it they have to escalate it 

rufus
Novice

I am having a similar problem.   Tried a dozen things with support.   Nothing works.  I am going to try again later.

 

Mine's fixed!

imVisible
Novice II

FIXED

Problem

Tried to activate eSIM from the iOS Watch app, completed major steps and was charged $5 but the web site crashed. Afterwards, kept getting the page "Something's not quite right."

Progress

I went to Twitter@visiblecare, provided account name & account email.

Twitter responder agreed to "escalate to specialists."

I received an email telling me to reinstall the Visible app & restart devices, which didn't help.

I went back to Twitter and was asked to provide my phone's IMEI.

Twitter responder said my phone's not compatible with their eSIM (so that I couldn't use it on my watch), though I'd been using a physical Visible SIM card.

Twitter responder agreed to report back to their team after I asked for refund.

I received an email several days later, when my watch had been automatically activated.

I've tested that the eSIM is working on my watch without my phone around.

It took 1 week from my first try to activate the watch myself.

dlafflitto
Novice III

I’m in the same boat. I’ve tried everything and chat told me they currently do not have a way to swap from an old watch to a new one. You need remove the watch plan and then need to wait until the the plan lapses or ends and re add the new watch to the account. Really frustrating that they have no way to just swap or remove the esim.