Visible is a prepaid wireless carrier that offers unlimited phone plans on Verizon’s nationwide 4G LTE and 5G networks, with pricing starting at $25 per month. The company is described by Verizon as a division of Verizon rather than a wholly owned subsidiary and was built as an app-first service, with sign-up, billing, and customer support delivered through its website and mobile app. Visible launched in 2018 and operated without a retail footprint until September 2025, when it began offering service and SIM cards at Best Buy locations in the United States.
Visible does not have a dedicated customer service phone number on its website and instead directs customers to contact support through its digital channels, including app and web chat, social media messaging via @VisibleCare on X, and Facebook Messenger.
Email support
Visible does not have a dedicated customer service email address and instead directs customers to its chat-based support channels through the Visible website and app.
Live chat support
Generally within a few minutes for the initial ConnAI interaction. Escalation to a live agent typically follows quickly. Availability: Agents are available 24 hours a day, seven days a week.
Social media
Visible is active on Facebook, X, Instagram, TikTok, YouTube, and LinkedIn. A dedicated customer care account, @visiblecare, operates on X and is available 24 hours a day, seven days a week.
Response times via social media can range from a few minutes to several hours depending on the platform and the complexity of the inquiry.
Help center/FAQ
Visible's help center covers account management, billing, device compatibility, number porting, plan details, eSIM setup, roaming, trade-in, and technical troubleshooting.
Use the IMEI compatibility checker on visible.com.
Log in to the Visible app (iOS or Android) or at visible.com to manage your plan, payment method, and account settings.
Plan changes can be made at any time, without a contract or fee, through the Visible app or at visible.com.
Begin the transfer at visible.com or through the Visible app. Have your current carrier account number and PIN ready before starting.
Start a chat on the Visible website or through the Visible app, and request that an agent contact you by phone.
Follow the eSIM activation instructions in the Visible help center at visible.com. Ensure your phone's software is fully updated before starting.
Visible customer service policies
Visible's terms and conditions address device returns and service credits. Customers who lose service for more than 24 continuous hours due to Visible's fault may request a credit by contacting customer care within 180 days of the outage. Visible does not issue refunds when a customer ports their number out before the end of a billing cycle. Remaining balances are forfeited at that time. Device return eligibility requires that the device was used in accordance with Visible's terms of service. Full details are in Visible's Terms & Conditions.
Visible's Terms & Conditions govern use of the wireless service and cover topics including service availability and limitations, network management, device locking policies, plan and pricing changes, number porting rights, and dispute resolution. Notably, the agreement requires that disputes between customers and Visible be resolved through binding arbitration or small claims court rather than jury trial. By using the service, customers agree to these terms regardless of whether they have read them.
Visible loyalty program
Visible does not have a traditional loyalty program. The company offers a referral program called "Bring a Friend," through which existing members can share a code. A new customer who uses the code receives $20 off their second month of service. Visible also offers "Inner Circle," a multiline discount feature launched in August 2025 that allows single-line members to group with others and access discounted rates.
Frequently asked questions about Visible
If you purchased a device from Visible and are not receiving 5G connectivity, the device may have been provisioned with software settings tied to a different carrier. Contact Visible support via live chat and specifically request that a technician review the device provisioning. If the issue is not resolved after two or more attempts, escalate through Visible's executive contacts above.
Visible locks devices bought from it to its network for a period after activation to protect against theft and fraud. For devices bought on or after January 20, 2026, Visible unlocks the phone on request after 365 days of paid, active service (phones financed through Affirm from June 1, 2026, can be unlocked earlier once the loan is paid off). If your device has not been unlocked after the required time, contact Visible support via live chat and document every interaction with dates and agent names. If an unlock delay causes you additional charges, such as having to pay another month of service, request compensation in writing through the chat.
No. Visible's terms and conditions state that customers are not entitled to a refund of any remaining account balance after porting their number out. This applies regardless of how many days are left in the billing cycle. Review the full terms before initiating a port.
eSIM activation failures on compatible phones are typically caused by outdated device software, carrier provisioning conflicts, or a need to reset network settings. Before agreeing to a full factory reset, which some Visible agents have recommended, first ensure your phone's operating system is fully updated, then toggle airplane mode on and off, and restart the device.
Visible's base plan ($25/month) uses Verizon's network but is subject to network deprioritization during periods of congestion, meaning speeds can slow significantly when network demand is high in your area. The Visible+ and Visible+ Pro plans include unlimited premium data on Verizon's 5G Ultra Wideband network and on its 5G and 4G LTE networks, which Visible says means no data slowdowns due to prioritization. If your speeds are consistently slow outside of obvious peak hours, contact Visible support via live chat to rule out a network or account configuration issue.
Visible does not operate traditional retail stores. Since September 2025, Visible service and SIM cards have been available for purchase at Best Buy locations across the U.S. However, customer support remains entirely digital: live chat is available 24 hours a day, seven days a week through the Visible website and app, and no in-store technical support is offered.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published November 20, 2024. Updated November 3, 2026.
