Member Security

In this article:


If you need assistance, reach out to the Care team through the Visible app or web browser.

 
Authentication

Authentication: the process of verifying your identity.

  • Authentication take places:
    • When logging in to your account
    • Chatting with the Visible Care team about your account or any other protected personal information.
  • If your phone is lost, stolen or does not work:
  • Visible authenticates your identity so you can continuously access your account for 24 hours.
  • Authentication protects your account from bad actors attempting to steal sensitive information within your account.

 

 
Multi-Factor Authentication (MFA)

Multi-Factor Authentication (MFA or 2FA): A two-step identity verification process that adds a layer of security to your account.

  • MFA requires a second verification step when logging into an account.
    • Members usually receive the MFA verification code through a text message to the phone number on your account.
  • Once the member enters the sent code, they are routed to the Visible account page.
  • If a member cannot or did not receive a verification code:
  • Try connecting to Wifi calling to receive the verification text.
  • Visible requires a member to use MFA or passkeys to log onto an account.

 

Passkeys

Get to know more about Passkeys!


Aspect

Characteristics

Definition

A passkey replaces your password with your device's built-in security, so you can use your fingerprint or face scan to sign in safely and quickly.

Benefits

Passkeys offer a faster and more secure way to sign in. You can still use your password, but using a passkey gives your personal data extra protection against scams.

Number of Passkeys

There’s no limit to the number of passkeys you can have for your Visible account.

Note: There’s no benefit in creating more than one passkey per device.

Sharing a Passkey

Your passkey cannot be shared. For your security, your passkey is uniquely tied to you and your specific device.

Note: If other members on your plan need account access, they will need to:

  1. Sign in.
  2. Set up their own passkey.

 

Passkey Device Usage

You can sync your passkey across multiple devices using your Apple, Google or other third-party keychain.

Issues with the Passkey

If your passkey isn't recognized or your biometrics fail, you can still sign in using your:

  • Username
  • Password

    •  

Creating a Passkey

Want to create a Passkey? Let’s go!

Step

Action
1 Go to your Visible account through:
2 Navigate to your account dashboard.
3 Go to the Account & payment section.
4 Click the Passkey section.
Note: You will receive a text message with your verification code.
5 Enter the verification code.
6 Follow the remaining on-screen prompts.
7 Finish your setup

Deleting a Passkey

Want to remove a Passkey? Let’s go!

Step

Action
1 Go to your Visible account through:
2 Navigate to your account dashboard.
3 Go to the Account & payment section.
4 Go to the passkey you want to delete.
5 Select the trash icon next to the passkey.
Note: You will receive a text message to confirm the change.

Note: You should also delete the passkey from your device's settings or password manager.

Locating your previous Passkeys

You can find your previous used passkeys:

Step

Action
1 Go to your Visible account through:
2 Navigate to your account dashboard.
3 Go to the Account & payment section.
4 Locate your previous used passkeys.

Lost Devices

If you lose your phone or device, and are concerned about your passkey usage:

Step

Action
1 Sign in on another device using your:
username and password.
2 Change your password.
3 Delete the passkey linked to your lost device to keep your account safe.
4 Locate your previous used passkeys.
Last Updated date: Sep 22, 2026