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Your iD Account & App.

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

  • 460 Topics
  • 1,466 Replies
460 Topics
M
Community Member
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
01
WelshPaul
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.
3116
A
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?
00
B
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
285
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?
100
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
47523
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
368
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.
388
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
26943
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.
1505
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
A
Agnieszka Ka
Community Member
posted inYour iD Account & App.
cant log in
Can log in !!
101
Tyler C
M
New
 Contributor
asked inYour iD Account & App.
why haven't I got unlimited data as discussed at renewal
Why haven't I got unlimited data as discussed at renewal? I only signed up for the package on that basis
223
Tyler C
N
Community Member
asked inYour iD Account & App.
Unable to access my account
I cannot access my account. I login reach the page that says success and ask me to add my mobile number. I click it then add my mobile no., last name & my dob , click next then I get the following error message: ‘sorry your details do not match our records’ please try again. I have tried - several times, both on the web (on various different browsers, even incognito and via the app and I keep getting the same error message. I have cleared my cache and everything else suggested NOTHING WORKS. I know I am not the only one judging my the messages I have seen on this community site. The online chat is useless as it is pre-programmed to only to answer the basics. I am so fed up now that I am seriously thinking of changing providers. No one else I know who using other providers have ever had problems such as this. Please help now
131
Tyler C
Hayley Kilmore
New
 Contributor
asked inYour iD Account & App.
and I longer have my device and need to access the code they keep sending me
I don’t have the Sim card anymore that is registered with ID Mobile, I need to cancel my Sim card but I’m struggling to log on properly because they keep sending my old Sim card a text with the code on but I’m obviously not receiving it as I don’t have that anymore. is Laurie style mate, I just can’t get to the account but I don’t think you want to be paying it for the rest of my life? Anyone have any ideas? TIA xx
1369
Tyler C
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