We've launched a new iD Mobile app!

  • 17 March 2024
  • 57 replies
  • 10000 views
We've launched a new iD Mobile app!
Nikhil P
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Userlevel 8
Badge +3

We’re thrilled to announce that we’ve launched a new iD Mobile app packed with great new features and improvements!

Over the past year, we’ve been working hard on completely redesigning the iD Mobile app. The new app has been built with our customers’ feedback at the forefront of design and development, so we’re confident that anyone who used the old iD Mobile app will really appreciate the improvements.

So, what’s changed?

  • Manage multiple plans – If you’ve got more than one iD Mobile plan, you can now manage them all from a single login. No more logging in and out!
  • New design - Whether you’re checking your allowances, changing your Bill cap, or updating your personal info, the new app has been designed to make sure you’re able to do exactly what you need – easier than ever before.
  • Improved performance – The new app uses the latest technologies to improve stability, performance, and security.   

If you’re new to iD or have the old version of the app, you can download the new version from the App Store or the Google Play Store.

If you’ve previously registered for the old app, you’ll need to re-register for the new one. Sorry about that - but it’ll be worth it!

Your Feedback Matters

Let us know what you think of the new iD Mobile app below! Or if you’ve got a great idea for a new feature that’s not currently not in the app, or you’re experiencing any issues, you can create a ‘New App Feedback’ topic, and track the progress of your feedback here. Our team of moderators and developers are on hand to provide further support.

Shout-outs!

We’d like to give a special shoutout to our Community superusers, who helped with testing the app prior to launch. So, thank you to:

If you need more info about the app, you can view our FAQs here.

iD Community Manager

57 replies

J
Rank
Userlevel 2

Well no improvement from the last app, if anything it’s worse. I can’t access my plans, all I get I your advertising. I suppose that’s important right?!! All I get is “ oops, something went wrong” with a try again button underneath. Press that and guess what??!! Yep “oops, something went wrong” with a try again button. Jesus, don’t you guys test an app before releasing it??! If I was as incompetent as you lot seem to be, at my job, I’d be sacked. So now I’ve no idea when my plan runs to, nor tells me anything about what my plan includes. A complete and utter joke.

J
Rank
Userlevel 2

Seems as though your upgrade adverts are far more important to you than actually given your customers the information they need. At the top of every section is your upgrade recommendations. I’m hardly likely to upgrade to anything your company offers if you can’t even get a “new improved” app to work properly. Drop all the upgrade advertisements and concentrate on giving customers what they want in an app to do with their phone contract. Have an upgraded section by all means, but force feeding this rubbish over and above the important info about your mobile phone contract is just infuriating. 0/10

F
Rank
Userlevel 1

Why can't new apps just work? It's boring and yesterday that IDs App can't just work, maybe you need some new developers? 😀

A
Rank
Userlevel 1

@KieranC it would appear the new app does not like jailbroken devices, not an issue with my banking apps but an issue with the id app, Absolute stupidity that Id feel my device is a threat, time to move network

R
Rank
Userlevel 1

@Ash9694 , I haven’t seen that error reported before. I assume your phone is running the latest iOS software, and your time settings are set to automatic, etc. Is there anything unusual about your device?

@Ronski, happy to help and sorry you had issues registering. 

I’ll share your feedback about the suggested upgrade deal with our sales team. Interestingly, the deals should be the same as those in the old app. The new upgrade banners have a lot more colour; the old ones looked very dull in comparison, so they probably feel more prominent. We’ll think about how we can improve that going forward.

Thanks,

Kieran

 

I can’t really remember the old app, I’d only log in occasionally to check data remaining, usually during or after a holiday where there had been heavy usage.

Phillip Anthony Balmont
Rank
Userlevel 1

How do I cap my bill online

 

Matthew Thompson
Rank
Userlevel 2

So the app disappears for a day or so, apart from a picture of a bear, and now it’s back. STILL absolutely no information on the plan page, so I have no idea when my plans run to. Nothing apart from “Oops… something went wrong” and the try again button. Press that and we all know what happens!! “Oops…” Beyond a joke now. 


Morning @Jeez,

I’ve just sent you a Private Message.

Thanks.

N
Rank
Userlevel 1

Can't log in to turn my roaming block off. So can only use phone on WiFi even though in a roaming included country.

A
Rank
Userlevel 1

Most noticeable difference is greater prominence to attempts to sell upgrades.  And now I don't seem able to simply login with biometrics.  I use fingerprint as requested then get asked to enter email address and password and to enable biometrics again!  I do this then next time I open the app, have to go through the whole rigmarole again.  Really poor.

M
Rank
Userlevel 1

Tried registering on the new app but it never sends me a passcode via text, tried multiple times.

G
Rank
Userlevel 1

At last.. after promising for many years I'll be able to have both contracts in one place.

It's a shame that the SMS code needed to finish registration doesn't arrive. 

Sarah Morgan
Rank
Userlevel 1

I have unistalled and reinstalled 4 times. It still won't even register me. I've been with iD for approx 6 years plus, same number but when I add my details and click submit to get a text verification code, nothing. 10 times I've tried, send another. Then went on line to website and it says I'm not registered. Recognises my number but not name or password. 

J
Rank
Userlevel 2

The first page, the home page seems to be working now. But the plan page still gives me no details and still has the “oops…something went wrong” with the Try Again button. I press that and the same thing, oops….

Hi @Jeez ,

Is this now working for you? Some updates have been released this week, which should’ve solved the issue.

Thanks,

Kieran

Nope, the plan page still doesn’t work. Still getting the “oops… something went wrong” with the try again button.

 

KieranC
Rank
Userlevel 4
Badge +3

Hi @Moto_customer,

Thanks for reaching out and sharing your feedback.

As the account holder, I suggest that you manage the plan in the app with your iD online account (once it’s set up). At this stage, the app is meant for the account holder to manage their plan, not a child. We recognise there is a use case for having children view their remaining allowances, etc., but that’s not something we have planned at this stage. It needs a lot of thought and consideration about how to manage and implement various permissions.

Besides the upgrades banner which you identified, it’s also possible to buy add-ons and quickly change settings, like the adult content filter. These should be left up to the account holder.

Just so you know, each plan can only be linked to 1 iD online account. This means if you link your child’s number with your email and password login, your child will not be able to do so.

Hope this helps and makes sense!

Cheers,

Kieran

 

 

iD Mobile Experience Team
M
Rank
Userlevel 1

@KieranC Just updated to new app on Android and registration was successful, thanks

 

The only issue I have is when I try to enable “Biometrics for login” I get “Oops...something went wrong.

 

Biometrics now working 👍

 

KieranC
Rank
Userlevel 4
Badge +3

@mikemod, good news 👍

 

@frankfc, are you having a particular issue?

iD Mobile Experience Team
F
Rank
Userlevel 1

Yes particularly your new app. Having to register again! Why! 

M
Rank
Userlevel 1

Register my account, OK(eventually) , but don't have access to text on other sim  so unable to add to account. 

No easy display of used /rollover data, bills won't load, why has my current bill changed, has the billing date changed

 

M W 

R
Rank
Userlevel 1

Fantastic, a new app, not so fantastic is that I’ve wasted so much time trying to set it up 😌

 

I went through the registration process, went to add my number, it doesn’t appear to like my DOB. Logged into my account via my PC, I can not find any mention of my DOB, its not in my profile.

 

Tried the app again, it kept complaining my password was wrong, but it works on the website, clear the app cache/data, tried again, uninstalled the app, still the same, found this thread and read the app has a different password. Why is the password different from the website!!!!!! So blooming stupid, now need to store two passwords in my password manager, one for the website and one for the app!!!!

 

So now I’m back to adding my mobile number, except it doesn’t like my DOB which I can’t check as its not listed in my profile on the website!

 

So I have the new app, but its utterly useless as I can’t add my phone number.

R
Rank
Userlevel 1

I was very surprised to get a PM from @KieranC today as its Easter Sunday, but the issue has now been resolved, top marks to Kieran for his quick response and fixing the issue. It did take three attempts before the activation code came through, so seems to be some ongoing issues there.

 

As others have said, it would be nice to lose the advertising as its not what I want to see when I look at the app, perhaps put it on a separate tab. My recommended upgrade costs another £10 a month and gives me unlimited data, yet I never use up all my existing data allowance, so I’ve no idea why that upgrade is even being recommended in the first place - its totally wrong for my usage.

A
Rank
Userlevel 1


im getting this error after updating the iOS app

KieranC
Rank
Userlevel 4
Badge +3

@Ash9694 , I haven’t seen that error reported before. I assume your phone is running the latest iOS software, and your time settings are set to automatic, etc. Is there anything unusual about your device?

@Ronski, happy to help and sorry you had issues registering. 

I’ll share your feedback about the suggested upgrade deal with our sales team. Interestingly, the deals should be the same as those in the old app. The new upgrade banners have a lot more colour; the old ones looked very dull in comparison, so they probably feel more prominent. We’ll think about how we can improve that going forward.

Thanks,

Kieran

iD Mobile Experience Team
Julian KizSalsa
Rank

Not working today. Can’t tell if it registered an account. Will not allow me to login. I have standard plans nothing special there. 

D
Rank

On the last version of the app, I couldn't download bills (a pretty fundamental part of an app for managing my phone contract, no?) and on this version I can't even make it past the registering my mobile number screen.  It says I have been sent a security code which doesn't arrive until hours later (if I'm lucky) - by which point the number isn't accepted by the app as it doesn't match records. 🙄

Spoke to an online chat adviser who told me to call a number they provided to be given a security number, but that's just a complete joke. I shouldn't need to be calling anywhere just to be able to register my number to the app of my mobile provider.  Come on, this should be the absolute basics here.

How can your service be THIS bad, consistently? 

And yes, I have uninstalled and reinstalled the app multiple times since yesterday.

 

D
Rank

Abysmal.

Was unable to download/view bills on the previous app (which you would think is an absolute basic function of an app for you to view your bills…...), and now I can’t even move past the initial registration stage of adding my number.  Either I don’t receive the security number, or it gets sent many hours after it is of any use. 

Spoke to a customer agent online who advised me to call a number to request the security code. This is pathetic - we should not be required to call to do something that should be the bare minimum basic function of a new app you have forced on us?

 

 

 

 

 

 

 

 

 

 

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