Upgrade Flow Stuck — Old IMEI Attached to “Accepted Offer” (Ticket #09041030)

[omoota]

Hi, I’m having an issue with the upgrade program that support has not been able to resolve yet.

During the upgrade process, the page failed to load and Visible’s system attached my old device’s IMEI to an “accepted upgrade offer” even though the order never completed. Since then, the upgrade page will not load at all on the app or desktop.

Affirm shows the attempted transaction as voided, so there is no active loan and no pending authorization on their end. The block is happening entirely within Visible’s system.

Support opened ticket #09041030, but my account is still stuck because the upgrade token tied to my old IMEI hasn’t been cleared. From what I understand, this requires a manual Account/Offer Reset to remove the IMEI-locked offer so I can restart the upgrade process.

Can a Visible team member please review this and confirm that the backend reset is being processed?

Thanks in advance I’d like to participate in the upgrade program once this is corrected

[Anonymous]

You are posting on a customer based forum. I don't think anyone from Visible will see this. You can post this on Visible's Reddit page where they will just ask you to send them a message. Good luck and hope you get this issue resolved.