24th April:
The iD Mobile app & My Account Online will be unavailable between 10pm and 7am each evening as we perform system maintenance. If you need to manage your account during this time, we kindly request that you do so between 7 am and 10 pm, or view the alternative methods below. We’re sorry for any inconvenience this may cause.
22nd April:
Thank you for your patience and understanding during this time. Essential maintenance has been completed. The iD Mobile app and My Account online are back up and running for new registrations and existing users.
21st April:
Please note: The iD Mobile app & My Account online will be unavailable between 11:00 am and 3:00 pm while we perform essential maintenance on our systems. We’re sorry for the inconvenience this has caused.
19th April:
Over the last couple of weeks, our tech team have been working hard to improve the performance of the iD Mobile app and My Account online. As of today, customers can register, log-in and use the iD Mobile app and My Account online as normal. During busy periods, you may be placed into a short queue, as we continue to improve the stability of the applications.
Need to manage your account during the essential maintenance? Here’s a list of actions that can be completed without using the iD Mobile app or My Account online.
For Pay Monthly customers, here’s everything you need to know:
| Action. | Alternative method. |
|---|---|
| Check my Usage. | Call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device). |
| Purchase an Add-On. | Contact us on Live Chat.* |
| Purchase a Second line/Additional plan/s. | Visit our website. |
| Purchase an Upgrade. | Online: Visit carphonewarehouse.com. In-store: Find your nearest Currys. Phone: Call us on 0800 049 0250. Please note: This number is for Upgrades only, this team are unable to help with any other query. |
| Make a Plan change. | Contact us on Live Chat.* |
| Find out your next bill amount. | Call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device). |
| View previous bills (PDF). | Contact us on Live Chat.* Please note: It may take a few working days for our team to issue your bill. |
| Set up a Direct Debit. | For security reasons, there is not an alternative method to set up a Direct Debit. We are sorry for the inconvenience this has caused. If you have an Outstanding payment, please call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device). |
| Change Direct Debit date. | Contact us on Live Chat.* |
| Make a payment. | Call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device). |
| Adjust my Bill Cap or Change Billing method (Email or Paper). | Contact us on Live Chat.* |
| Switch your number to iD | Visit https://www.idmobile.co.uk/switch |
| Activate replacement SIM. | You can get a replacement SIM for free at any Currys store. Once you get a replacement SIM, you can activate it here. Please note: When asked if you are registered for the iD Mobile App or My Account Online, click "No, not yet". |
| Block your SIM (Lost or Stolen). | Call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device). |
| Enable/Disable the following iD Services:
| Contact us on Live Chat.* |
| Leave iD / Terminate Contract. | If you'd like to leave iD and keep / ditch your number, you can request a PAC or STAC. Click here for more information. If you'd like to terminate your contract, call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device) or contact us on Live Chat.* |
| Edit plan details, such as updating your Billing address. | Contact us on Live Chat.* |
For Pay As You Go customers, please refer to the table above. If you’d like to Add a Bundle or Top Up, please contact us on Live Chat for assistance. If you’d like to check your remaining balance, call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device).
*Our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.
We appreciate your patience and understanding during this time. We’ve taken all your feedback on board and are working hard to improve stability and performance across all hours of the day. In the short term, the iD Mobile app and My Account Online may be unavailable from time to time, as we test and implement various improvements. We apologise for the inconvenience this has caused.
FAQs
When will the new iD Mobile app and My Account online be available?
Steps are being made in the right direction to improve the stability and performance of the iD Mobile app and My Account online. We’ll continue to update this Community Article as we have more information.
Why can’t you roll back to the old iD Mobile app?
The technology powering the previous version of the iD Mobile app was old and restrictive, which meant we were unable to develop it further. The old app had some issues, such as customers being unable to view bills on newer Android devices. It was simply unsustainable to continue with that version and also unsuitable to enable exciting future products, such as eSIM.
Why do I need to re-register for the new iD Mobile app?
To enable new features, such as adding multiple plans, we require customers to re-register via the app or My Account online.
