changed credit card info , how to force a payment?

mcollins
Novice

Service got suspended, my credit card expired.

 

I login to visible and update with a new credit card. Autopay is still engaged.

 

How can I force a payment to restore service?

1 ACCEPTED SOLUTION

mcollins
Novice

I did initiate a chat with customer service. Rep said she would forward my problem to the "team". Apparently the system was down, either failed or maintenance.

 

I kept checking my app and the website. Then all of a sudden on one try the options I need are no longer grayed out. I made a payment and in about 20 mins my service was restored.

 

Incidentally I received an email from visible telling me to uncheck autopay make a payment the recheck autopay. I found that I could make the payment without doing that.

 

solved

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20 REPLIES 20

Try using the app, if you did that try the website 

Airwolf
Superuser
Superuser

If the service is suspended and you want to get it resolved quickly, I would reach out to Visible help directly on this one...

If a post has solved your problem, please mark it as an acceptable solution, it helps others that may have experienced a similar issue get a quick resolution.

I had my credit card replaced as unknown persons were trying to use the number   I tried to change my credit card number in my account and thought I had done so   but apparently not  I have the new number

VisibleRocks
Superuser
Superuser

I had an issue and did a chat with customer service.  They processed it for me on the spot.

If a post has solved your problem, please mark it as an acceptable solution, it helps others that may have experienced a similar issue get a quick resolution.

mcollins
Novice

I did initiate a chat with customer service. Rep said she would forward my problem to the "team". Apparently the system was down, either failed or maintenance.

 

I kept checking my app and the website. Then all of a sudden on one try the options I need are no longer grayed out. I made a payment and in about 20 mins my service was restored.

 

Incidentally I received an email from visible telling me to uncheck autopay make a payment the recheck autopay. I found that I could make the payment without doing that.

 

solved

Oh - that's right.  The rep told me to do that if it ever happened again.  Thanks for updating us.

If a post has solved your problem, please mark it as an acceptable solution, it helps others that may have experienced a similar issue get a quick resolution.

but where do you go to force a payment?

Nanway
Novice II

I just posted about this issue. I wish I read it this post first. My payment card on file expired and I forgot to update it. I got my account suspended on the actual due date of the payment. The payment was made as soon as I was aware of the problem ON THE DUE DATE. Iโ€™ve been out of service for three days now and running. Every agent, six of them now, state that my issue has been escalated. Even working on it RIGHT NOW. I donโ€™t know why they do this to their customers. Itโ€™s awful business practices. 

Nanway
Novice II

And whatโ€™s even worse about it, my phone line being essential for work since I work remotely now for a government agency, I canโ€™t even take my number to port it to another carrier. Canโ€™t port a number thatโ€™s not active. Itโ€™s like my own phone number is being held hostage. Itโ€™s absolute b.s..

I think visible let's you port out your number as long you still have the number on the account (like a few other prepaid companies) even though the line expired,

Nope. Another company canโ€™t port a number thatโ€™s inactive. Trust me. Iโ€™ve checked. 

Where did you check? your number is not inactive, the number is still active, there is just restrictions, I ported out my number when it was suspended more than once from a different prepaid company 

Hey there. Thank goodness for you, my friend. Being in chat loses a lot in translation. When agents were saying the line is inactive, that is different from the account being inactive. 
i was able to port out of this nightmare. 
I thank you for clearing up the misunderstanding. You are a life saver. Literally. 

I'm glad I was able to help you!

If they let you generate a pin a geuss you could Port it out 

Thatโ€™s very interesting to me. I will definitely check it out again. 
Thank you for your replies. 

GreenSub
Superuser
Superuser

Sorry if this was always mentioned, but you can have more than 1 credit card associated with your Visible account.

Iโ€™m married to my phone number and never want it out of my control because of an expired or replaced credit card.

Thatโ€™s a great tip. Thanks for chiming in. 

Markerman42
Novice

i have a new credit card number and need to update my autopay

Login to your Visible account at https://www.visible.com/account/overview where you'll find it under Manage Payments.