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Your iD Account & App.

Got a question about the iD Mobile app or My Account online? Ask it here!

  • 463 Topics
  • 1,497 Replies
463 Topics
S
Community Member
asked inYour iD Account & App.
i still have not receieved my sim card!! phone came over a week
I can't get in contact with anyone.. live chat keeps kicking me off. Didn't receive any tracking from royal mail for the sim card. Paying for the phone without the sim card to use it doesn't seem right
20
S
W
New
 Contributor
asked inYour iD Account & App.
Can't add my phone to my account
I recently created an id mobile account so I can turn on roaming on my phone (which I’ve had for about a year). When I try to add my phone to the account it accepts the details and says that it has sent a pin code by text to my phone but no pin code is ever received. No error message appears and the timeout just runs down leaving me back where I started. I have tried this several times now, and even tried the American format date but the result is always the same. I have tried this from both the website and the app with the same result. My phone is working correctly and receives SMS texts all the time. How do I proceed from here ?
108
A
Sadia Moaeed
Helpful
 Contributor
asked inYour iD Account & App.
data usage
Dial 7777 can’t answer tø yesterday data usage.
6511
Tyler C
M
New
 Contributor
asked inYour iD Account & App.
How to add a plan to my account without SMS
I’m trying to add my son’s plan to my account so I can request a new SIM (because he dropped his phone in the river and lost the phone and SIM) How can I add this plan without access to the phone to be able to receive the confirmation SMS message? Alternatively, is there a way of requesting a replacement SIM for a plan which was originally registered against my email address but has not been added to my account in the mobile app? Any suggestions welcome - this must have happened to other people Thanks
24
Tyler C
M
Active Contributor
asked inYour iD Account & App.
app problems
Why does my app say my plan has been disconnected, I still get charged monthly so I’m gonna guess it’s still active as I use my phone everyday.
3324
Tyler C
M
New
 Contributor
posted inYour iD Account & App.
i can't log in to my app and i can't call with my sim because it's not working
i can't log in to my app and i can't call with my sim because it's not working I did activation as well but still I can't log in to the app and I can't call anyone i can't send text as well
25
Tyler C
B
Community Member
asked inYour iD Account & App.
Change account to another person
I'm terminally ill and to remember me I suggested to my husband that he take over my phone number after I've gone so he will think of me every time he uses the phone. He thought it was a great idea. Is this something that can be done?
31
Tyler C
H
Community Member
asked inYour iD Account & App.
sim activation message but not requested
I received a text to say new sim activated and then lost signal. Can’t make/receive phone calls or texts.
51
A
Gareth Leggeat
New
 Contributor
asked inYour iD Account & App.
Suddenly getting the error 'Sorry, your details do not match our record' after previously having no trouble logging in
On the app and website it is asking me to add a number, despite having logged in many times before and having made updates to my account. Most recently this was to add data allowance in May 2025. Now it won’t let me access the account for my number and when I add the number I get the error 'Sorry, your details do not match our record’. Please help
305
Siân W
A
asked inYour iD Account & App.
Please delete my community account
Please can you delete my community account as I cannot see an option for this in settings. Thanks
8216
Siân W
crane
New
 Contributor
posted inYour iD Account & App.
additional sim
need help with additional sim I have ordered
51
Siân W
Dee Prempeh
New
 Contributor
posted inYour iD Account & App.
I was never with ID Mobile to behin with.
When ID mobile first appeared on my Experian account in 2022 and again in 2023 I took the recommended steps of contacting them, registering the incident with Action Fraud and sharing the reference number with them. Please could you advise me on how to proceed given I have already took these steps. Yours sincerely Dee Prempeh
51
A
Dee Prempeh
New
 Contributor
asked inYour iD Account & App.
I was never with ID Mobile to behin with.
When ID mobile first appeared on my Experian account in 2022 and again in 2023 I took the recommended steps of contacting them, registering the incident with Action Fraud and sharing the reference number with them. Please could you advise me on how to proceed given I have already took these steps. Yours sincerely Dee Prempeh
21
Tom
C
Community Member
asked inYour iD Account & App.
Adding an account
I have recently took out a new plan and kept an old number however when I try to add this plan to my existing account it says the details aren’t recognised, both the original id number and the number I transferred. Has anyone else had this concern?
110
C
Rachael Elizabeth Perrins
Community Member
asked inYour iD Account & App.
how do i contact ID mobile
Hello I need to contact ID as I deleted the eSIM as transfer hadn’t been done and couldn’t make calls. Transfer now done and can’t re-use eSIM or make calls. I can’t log in online and don’t get an option to do live chat. Frustrated before contract has even begun
51323
A
J
New
 Contributor
asked inYour iD Account & App.
PAC FRAUD
I’ve contacted you twice now about a fraud .. I got a text saying I had asked for a PAC code but it’s not me and now my phone has been disconnected what the hell is going on
549
A
V
Community Member
asked inYour iD Account & App.
can't create portal/app account. says detaild don't match
New ID Sim, when I try to create the app account for it, it says details don't match. What do I do?
31
N
S
Community Member
asked inYour iD Account & App.
Can I cancel my subscription within 14 days of signing the contract without incurring any costs?
Can I cancel my subscription within 14 days of signing the contract without incurring any costs?
91
A
U
Community Member
asked inYour iD Account & App.
iD Mobile app - I can not download
Good afternoon, I cannot download iD Mobile app on my new purchased Samsung galaxy U25. Phone is new. Firstly, I cannot find app in Pay store, and when I try to use link through iD page it finds app but gives me error message that app cannot be downloaded in my country - I live in UK! Can you sort it out iD?!
01
A
Jay86
New
 Contributor
asked inYour iD Account & App.
i have no internet but have plenty of data on id app
Phone says no Internet but I have plenty of data on id app. I even bought a top up and I still don't have Internet
378
N
T
New
 Contributor
asked inYour iD Account & App.
Transferred Number not recognised by ID App
I can’t sign into the ID App with my transferred number from o2 - everything else is working and has transferred over, ID App will not recognise this new number, why? How long will this take?
103
Tyler C
P
New
 Contributor
asked inYour iD Account & App.
New Phone with ID - Do I Cancel old ID Account?
I have an iPhone with ID Mobile but have recently bought a Google Pixel 9A also with ID and have moved the SIM card to the new phone. Can I now just delete my account for the iphone on the ID website by clicking ‘Cancel my ID plan’ to stop the Direct Debit and then use the link in the email I received on buying the new phone to set up a new account? Thanks in advance for any help.
418
Tyler C
N
Active Contributor
asked inYour iD Account & App.
Plan showing as disconnected on ID app
My plan is showing as disconnected on the ID app. Spoke to CS yesterday and they assure me it's all fine and live their end. Spent an hour and a half on webchat yesterday and this is still not resolved. Loaded app again etc. I believe when I've added the plan to my app it's picked up an old account I held with ID as the pin code was also different to what the CS advisor told me. Clearly it would be helpful if I can see my plan in the app but no one seems able to help on their Web chat which seems ridiculous. Any ideas? I've tagged you Matthew as you seem to have resolved this for other ID customers so hoping you can help me. ​@Matthew T
27343
N
David P
Community Member
posted inYour iD Account & App.
adult Filter will not turn off
Hello. I’m new to ID, trying to turn off the adult filter. Gone to the app and toggled the feature and saved. Reset the phone and waited……….. nope. Went back into the app and it’s back on!!! I’ve also tried doing it via a web browser. My phone has no other restrictions set. It’s an ID issue, please help. Tried the live chat and they also failed.
1555
A
D
Community Member
posted inYour iD Account & App.
cancelled order
Hello i ordered a new upgrade last night a sim upgrade I just wanted to know if it's still going through as i got email saying it was cancelled
81
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