eSim doesn't show up, and app won't re-attempt adding it

[kh206]

Hello, I recently joined Visible and it ported my number, and the Visible app attempted to add an esim but I don't think it ever succeeded.  However, the apps thinks the e-sim was already added and that all my phone needed was a restart.  I've restarted several times, uninstalled and reinstalled the app, reseted my network connections, and I can't think of/find any other troubleshooting tips.  I was wondering if grabbing a physical SIM card would work but couldn't find any info on that.

I've been trying to get a hold of customer care for several hours, and via different avenues to no avail... though, that doesn't seem too uncommon around here!  Has anyone seen this issue/found a workaround?  Or if the solution was through customer care, what should I specifically tell them to get directly to the solution?  Thank you!

[kh206 · Accepted solution]

Just an update to anyone following along lol, after hours and hours of clicking random things on their website (on a pc) to not kicked off the live chat, I finally got a queue number!  And then after an hour being stuck at 41 the chat seemed to glitch out and revert back to the screen before connecting to a real person, effectively kicking me out.

Y'all I think the real solution is to find some other company and port to their service instead.  If I find the energy to do that and to get a refund from visible I'll update the thread again

[starblade42]

I don't know if it will help or you already gave up, but this same thing happened to me. I did actually see an option to "convert to esim" even though I never had a normal SIM card. Using that flow it "sent me an sms" but also sent the verification code to my email. I was then able to use that to complete the "convert" flow inside the app, but I did still have to retry esim activation multiple times on that screen. I plugged in my phone and set it to never lock, and just kept it on that screen. I had to retry at least once, but it did eventually bring me to the iPhone built in esim page, and then things went smoothly.

[saintnsynner]

Did you have to do anything to get it to work? I have tried retry activation so many times now but it just keeps saying "thanks for your patience, this is taking longer than usual" yeah no *****... it's been hours. I've restarted my phone, tried deleting Visible app and reinstalling it and it's still the same

[TheCellTower]

You can simply dispute the charge and port out the number