Maddening Experience for a Simple Phone Now Accidentally Destroyed

[viscomfl]

I have been on Visible website, exchanged info with chat folks and after 2 or 3 hours of maddness have no one that can help.

I broke my phone.  It does not work.  All login and future attempts to purchase a phone goes back to a code to my phone I BROKE.

If any community member knows how I can get a new phone (I'll gladly pay for) do let me know. 

No matter how much I try it the site software keeps coming back to me having to enter a code that is SENT TO MY DEAD PHONE?

Thanks to anyone that can help.  Phil

[DeanKevin64 · Accepted solution]

If buying a Samsung, iPhone or Pixel you can buy an unlocked straight from them and it should pass the checker. Not sure about Motorola if they will, in the past they wouldn't.

As for getting into your account, not sure why the customer services agents couldn't help. They should have sent you an email to the account address for verification and they can lift the 2FA for a 24 hour period I think it is. 

[viscomfl]

Thank you for your reply.  And, I'll "Accept as Solution" with a thumbs up shortly.  Do know that I had a Samsung A14 that got literally crushed.  I went through the AI process in Help, then to a live agent, neither of which suggested I could ask for a 24 hour temporary suspension of the 2-step login so that I could access my account.  Since then I have setup another Visible account, ordered a phone, and it is now working.

Question, did I miss something or is their not a link on Visible sites to order additional lines?

Thanks again for your help.  Phil

[DeanKevin64]

I have never had the issue that I needed to have them lift the 2FA but from my understanding you just explain to the live agent that you can't access your account and they should be able to lift it so you can get into your account and bypasses the 2FA but I think it is only good for 24 hours.

Also, when signing in on a computer make sure and check "trust this device" before hitting enter on the sign on screen. As long as you don't clear the history on the computers browser you will not need to use 2FA for future logins. You do need to access the account through that computer once every two months or so or the system will remove it from trusted devices for inactivity.

You can have as many lines as you want but as you found out you need to different email address for each account or line you want to add. Visible is geared towards single line customers such as myself and not family style accounts. I am on Reddit on Visible subreddit and there are many people who run multiple accounts for their family. You can use the same form of payment for each account.

Glad to be of help, Dean.