*Updated 05 August - Emil
Good news! The iD Mobile app and My account online are now back up and running.
Our team's have been working tirelessly through the night and have resolved the issues that were causing a disruption to the iD App and My Account online services. Our technical teams are continuously monitoring the iD app and My Account online and haven't seen any issues with logging in or with any of the services available within them.
If you're still having issues logging in, please restart your phone and attempt to log in again. If the issue persists, let us know below, and one of our team will get back to you.
We apologise for any inconvenience caused and thank you for bearing with us during these essential upgrades.
Emil
*Updated 04 August - Emil
Hi everyone,
Unfortunately, the infrastructure upgrades made over the past week are still causing some problems. This means some services are unavailable or experiencing intermittent issues.
These services include but are not limited to:
- The iD Mobile app is mostly available; however, some customers are getting intermittent connection errors.
- My Account online is mostly available; however, some customers are getting intermittent connection errors.
- SMS alerts
- Some SMS alerts are coming from i” rather than iD Mobile
- Our ability to send out service emails and campaigns
- ‘Password Reset’ emails have been sent out to some customers in error (if you have received this email, the email is legitimately from us but if you did not request a password reset then please ignore it)
Our teams are working around the clock to rectify these issues and we’re trying to get everything fixed as soon as possible. We apologise for any inconvenience this might’ve caused. We’ll continue to update this thread as further information comes available.
If you require support, our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday. They’ll be happy to assist you with any queries you may have.
Thanks for your support and understanding.
Emil
*Updated 03 August - Kieran
Hi everyone,
This week we made some significant upgrades to our infrastructure so that we can provide better services to you, our customers. Unfortunately, during these upgrades, we encountered some issues, some of which are still being worked on by our technical teams.
Key outstanding issues:
- The iD Mobile app is unavailable - *The iD Mobile app is mostly available; however, some customers are getting intermittent connection errors.
- My Account online is mostly unavailable. *My Account online is mostly available; however, some customers are getting intermittent connection errors.
- SMS alerts
- Some SMS alerts are coming from i” rather than iD Mobile
Our teams are working around the clock to rectify these issues and we’re trying to get everything fixed as soon as possible. We apologise for any inconvenience this might’ve caused. We’ll continue to update this thread as further information comes available.
If you require support, our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday. They’ll be happy to assist you with any queries you may have.
Thanks for your support and understanding.
Kieran