I ran into that months ago. I was trying to change my address on my account and was using my laptop to access Visible. I kept getting that same error. The simple solution was to process my address change using my phone via the Visible APP. I hope this helps. If not, download the APP to chat with Visible support or Chat online https://www.visible.com/help/connect/
or Facebook messenger, or Twitter @visiblecare
If a regular Visible agent cannot help, ask for a supervisor.