Visible

We're making it easier to save with our new plans. This also means we're also making some changes to Party Pay. Here is what to expect.   This information has been updated. Please see our Visible Evolution  article for the latest details on Party Pay.   

One of the main deals we have available is our Swap program. It’s a way to join Visible and get wireless service if different signs are telling you you can’t. Before we get into it, a few things to know about Swap: It’s only for Android devices that are unlocked (paid off) It only applies to new members who bring their number to Visible Are you still having trouble? Click here or chat into Care via our app or social.   What is the Swap program? It’s a way to trade in your old, incompatible device in exchange at no device cost. You just send us your old phone and then activate your new one within 14 days. What if I don’t activate in 14 days? You'll be charged the full price of the phone you chose and may also need to pay the tax on the value of your new phone. How do I send my device? You’ll get a package from us with a return label, shipping box, and an insert to safely pack your incompatible phone. And you do this AFTER you get the new one. Remember, this must still be done within 14 days of completing the order. Will I know when Visible receives my incompatible device? Yes! Members will get an email to confirm that their incompatible device was received. Will I know if I am denied for the Swap program? Members will receive an email if they miss the deadline to send in their incompatible device. Get started here: https://www.visible.com/deals/swap    

Devices can be a lot of fun. But what’s not a lot of fun is returning it for any reason. There’s a lot of moving pieces in the process, so this forum is about bringing clarity to it all. And if this post doesn’t answer your question(s), this is the best place to ask. If you’d like to make a return, you can do so within 14 days as long as it has not been damaged. Just contact Care and ask for a return label. Are you still having trouble? Click here or chat into Care via our app or social.   When does the 14-day eligibility for returns/refunds begin? 14 days from the purchased/shipped date. For example, if your phone is shipped on the 1st, then you have until the 14th to contact Care for a return label.  What if I don’t own a printer to print the return label? Simply print the label out in a UPS store. Save the label to your phone, and you'll be able to email it to that specific UPS location. They'll print it for you, and it only costs a little over $1. What happens if I sent my SIM card back with the device? Visible is unable to retrieve a SIM card if it was included in the returned device. If this sounds like you, please contact Care to have a replacement SIM sent to you. How important is it to turn off the Find My iPhone feature when I send my phone? Incredibly important. Also, if you’re unable to remove Find My iPhone from the device, it will not be eligible for a refund since it can no longer be used.