Same issue here. They won't let me order a new phone through them since I already have an "order" from March 2021 for the current phone that is borderline unusable. Customer service is apparently unreachable to help. So frustrating, I'm about to give up with this company!
Is your phone from the March 2021 order financed? I got mine around that same time, financed it, and when I had paid exactly 12 payments Affirm (financed) notified me and Visible that I was now eligible for an upgrade.