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.
How to reach a person at Visible by Verizon
Visible Responsiveness rating
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What you need to know about Visible
Visible customer service is inconsistent in terms of response times and resolution.
- Visible ’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Visible with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Visible.
Visible customer service response times
| Phone support | 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 | Response times: 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. |
How to resolve a problem with Visible
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Visible mailing address
One Verizon Way
Basking Ridge, NJ 07920
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.
Visible social media channels
Visible by Verizon executive customer service contacts
Primary Contact
Adriana Covarrubias
Director, Operations Support, Verizon Consumer Group, Value Segment
One Verizon Way
Basking Ridge, NJ 07920
adriana.covarrubias@verizonwireless.com
Secondary Contact
Jennifer Fuller
Director of Operations-Executive Relations at Verizon
One Verizon Way
Basking Ridge, NJ 07920
jennifer.fuller@verizonwireless.com
Nancy Clark
Chief Product and Revenue Officer, Verizon
One Verizon Way
Basking Ridge, NJ 07920
nancy.clark@verizonwireless.com
Why is my phone not getting 5G service after I switched to 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.
Why won't Visible unlock my phone so I can switch to another carrier?
Visible locks devices to its network for a set period after purchase to prevent fraud. Devices should be automatically unlocked once the required period expires. 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.
Will I get a refund if I port my number out of Visible before my billing cycle ends?
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.
Why is my Visible eSIM not activating on my compatible phone?
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.
Why are my Visible data speeds so slow even though I have unlimited data?
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 prioritized data on Verizon’s 5G Ultra Wideband network, with 50 GB at premium speeds before any deprioritization applies. 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.
Does Visible have physical stores where I can get in-person help?
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.
How to get professional help with your Visible problem
If you need help with Visible, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
