Add-on purchased multiple times in error

Forum|Forum|9 months ago
November 20, 2025
5 replies
77 views

Hello,
I wanted to purchase 1 x 6GB - 1 month add-on for £10. When trying to purchase it on the app, it gave me an error message saying "Oops... something went wrong. Please try again.". I checked my Home screen and the data remaining still showed what I previously had, so the purchase of additional 6GB clearly hadn't gone through. I therefore tried a couple more times, but kept getting the same error message. I thought maybe it wasn't working because it was on the app, so I went online on the website to try purchasing it on the website instead. To my horror, the home screen through the website showed that I had an extra 18GB of data on top of what I previously had. I don't need 18GB of extra data and I certainly did not intend to purchase 3 x 6GB - 1 month add-on, it was only because of the error message saying try again that made me click it two more times than I wanted. Just so you know the home screen on the app still shows the balance without the additional 18GB so I could have "tried more" as the message suggested if I hadn't checked the web and be charged even more times! Please could you remove the triplicate purchases and issue a refund. I just want 1 x 6GB - 1 month add-on for £10. Thank you.

Gemma M

iD Mobile Employee

Hi @ifnt

I’m really sorry to hear that you’re having issues with your add-ons. I completely understand how frustrating that must be. Unfortunately, add-ons are non-refundable.

Regards,

Gemma

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

I

ifntAuthor

New Contributor

Hello,

Thank you for your reply. I don't really understand what you mean they cannot be refunded. It's not like I bought it and changed my mind. I still want the 1 that I wanted to purchase and don't want refund for that, I just want a refund for the additional 2 that were purchased because your system told me to, by displaying the message "please try again"? So your system forced me into buying additional 2 add-ons and you can't refund that?

Matthew T

iD Mobile Employee

Hi @ifnt,

Apologies, while my colleague @Gemma M is right, we typically don’t refund add-ons, in this instance we’ll do so as a good will gesture. I’ll get a member of the team to contact you shortly via Private Message and ensure a £20 credit is applied to your account.

https://community.idmobile.co.uk/inbox/overview

Thanks.

iD Community Manager

A

adilq

New Contributor

Hi iv just got a notification someone has purchased an add on roaming in Turkey charge to my account can you remove this I never did it thanks

Shameem

M

Michael Z

iD Mobile Employee

Hi @adilq