Unable to see the Live Chat button? | Join the discussion, ask questions, share advice.

Unable to see the Live Chat button?

  • 13 October 2020
  • 36 replies

Userlevel 8

We’re aware some customers may be unable to view the Live Chat button on the iD Mobile website. If you’re having problems, please try the following steps:

Steps to start Live Chat:

  1. Go to the Contact us page. 
  2. Scroll down to the “Live Chat” section on the page
  3. Click on the “Live Chat” button to start a chat.


Still having issues?

The Live Chat button may take a few seconds to appear, depending on your internet speed. While the page is loading, please do not refresh the page and allow at least 30 seconds for it to load fully. If still after this time the Live Chat button does not appear, please try the following:

  1. Try a different internet browser – we’ve discovered that some specific internet browsers sometimes do not work well with Live Chat. We’re working to understand the problem but in the meantime, if you can’t view the live chat option, try another browser. For example, if you’re using Google Chrome, try Safari or Firefox. 
  2. Accept Functional Cookies – Declining Functional cookies when navigating to the iD Mobile website will block Live Chat from appearing correctly. To resolve this, when navigating to the website, you need to “Accept All Cookies”, or click “Manage Cookies” and enable “Functional Cookies”.


The above Privacy and Cookies Policy pop up is displayed the first time you navigate to the iD Mobile website. If you’ve already visited the website and can’t locate this pop up, you could try the following:

  1. Visit our Privacy and Cookie Policy page here
  2. Scroll down to  “How do I manage my cookie preferences?”
  3. Select “Manage Cookies”


  1. Turn off your browser security settings – if your browser comes with additional privacy or security features, these might impact how Live Person is accessed. If you can, try turning these browser privacy features off, and refresh the page. Be sure to turn them back on after you’ve completed your chat and closed the window. 


 Are you facing a similar issue? Do you know of any other workarounds? Help us by letting us know below, and we’ll be sure to look into it. 

This topic has been closed for comments

36 replies


Thank you for your reply.

It doesn’t expire until 13 March. Would I be able to get a refund?

Thank you.

Hello @debbieroo1434 


We can’t cancel them and we don’t normally refund these.

However, providing it’s been applied in error and it’s the first time this has ocurred, we may be able to offer a credit here.

Can you confirm if the add-on has fully expired? If not, we’ll need to first wait until it’s expired before looking into this as we’d only offer this if there is no data used.



Thank you for your reply.

It doesn’t expire until 13 March. Would I be able to get a refund?

Thank you.

Can i make call phone to Bulgarian numbers from mine British number, I'm in Bulgaria with roaming. is it included in my plan for use this service free may i? Because for that moment I'm never make calls to Bulgarian numbers.... and i don't wanna to be accidentally a charged extra. Thanks 

Userlevel 7
Badge +8

Hi @PiKA4y,


The prices for usage in Bulgaria can be found below. Left column is for Pay monthly plans, and the right column is for Pay As you Go Plans:


Calls to UK* £0.40 £0.03
Calls to Bulgaria* £0.40 £0.03
Calls received* £0.00 £0.00
Texts to Bulgaria** £0.14 £0.02
Texts to UK** £0.14 £0.02
Picture message (MMS) sent** £0.30 £0.05
Internet and Data (per MB)*** £0.10 £0.01

* Price per minute

** Price per message/text

*** Data is charged or deducted in one kilobyte (KB) increments and any part KB used will be rounded up to the nearest KB



You can check this out for yourself by following the link below and selecting Bulgaria from the drop-down box:




Hope this help.






I have a problem with work and my money will come on March 12, please wait for me
Userlevel 8
Badge +9

Hello @bandyova,

We can’t delay payments from our platform and not sure if it’s something offered. 

We’d recommend making a payment once you're able to. Overdue balance may lead to a bar on outgoing services but shouldn’t affect incoming.



Userlevel 1

Hi.  I have recently switched my account to you.  I put in a porting request to keep my old number, but received a text to say there was an issue with either my new number, surname or “transaction number”.  I bought online so never received a transaction number so I requested to port through my online account, which tells me is in process and will happen tomorrow.  I have posted to the forum but no-one has responded so I don’t know if my port will happen or not.


Please help.



why have Iseem or to have been blocked by chat service screen just goes black when  i press chat button. I have major issues with my phone sim not working, cannot use my phone to contact my contacts, cannot use it to contact emergency services a real problem for me as in two months I will be 80 and live alone. please can you help me, id seems to be a terrible company.

I can't find live chat only bot chat, I've had no Id mobile Internet for days can you help please, done all robot chat said to do still no Internet thank you 


My is kabiru kesinro , my internet is not working since morning and I try called customer service not going through Please help me because I need this internet this night for the meeting on zoom my phone is 0xxxxxxxxxx.



Please can someone help me I ve had no internet since morning and also I can call out. Please is very urgent 


Why iD Mobile?