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Your iD Account & App.

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

  • 478 Topics
  • 1,549 Replies
478 Topics
R
Community Member
asked inYour iD Account & App.
issues receiving one-time passcodes or verification codes, EVEN FROM iD
No text messages with verification codes are coming through - and then I downloaded the id app and I didn't even get that verification text… Are you blocking numbers? Can you help me log into my account to check it out?
13013
B
Taylorc
Community Member
asked inYour iD Account & App.
Gift voucher not received
I signed up through the money saving expert deal, expecting to receive am Amazon gift card. I waited the 120 days, sent an enquiry to the third party voucher teamand was told I had to wait another 20 days. I enquired again after this time and was told that my order had not been tracked and I wouldn't be getting the gift card. I am very frustrated as cannot get in touch with anyone to chase this. Can anyone help?
72
A
B
New
 Contributor
posted inYour iD Account & App.
I don’t want to go over my contract I needed OTP to set up my app
I just got sim and I tried to set it up and I needed OTP number which is not coming through despite receiving text message from friends. There is no contact number for customer service and I don’t what to believe I have made a wrong choice in choosing ID mobile unlike my last provider that you can put calls through for help. I chat up someone and I was told the technician will get back to me within 48hrs. Today make it 7days after and still waiting. Please I need help because I don’t have extra money to pay If I can’t manage my spending and I go over my limits
31
Siân W
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
30048
Matthew T
Spongebob24
New
 Contributor
asked inYour iD Account & App.
verification calls
Hi im unable to receive verification calls, ie automated call checks from banks. I’ve checked my settings (iPhone 16 pro) and can’t see any issue. Can you help? Thanks
103
Tyler C
T
New
 Contributor
asked inYour iD Account & App.
Voicemail loop
My voicemail is on a loop. I call from my id mobile number and it says "to log in, call us from your id mobile phone number". But I am calling from that number. Any clues?
97
Tyler C
V
New
 Contributor
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?
93
Tyler C
P
New
 Contributor
asked inYour iD Account & App.
iD mobile app is not showing my current phone no & plan
Hi Iv logged into the ID mobile app and its not showing my phone no or current plan. It only shows my previous disconnected no (from a identify fraud scam.) My phone is working ok at the mo. Can you confirm my phone no and plan are all ok Thanks Paul S
415
Tyler C
Ethan Joel
New
 Contributor
asked inYour iD Account & App.
Details not recognised on app after getting new phone (E Sim)
Just got my new IPhone 16 on e sim contract after cancelling my old one and getting a new one under new and correct details and am unable to get into the app, says details aren’t recognised (something along those lines - refer to image) My new contract is E sim but from my old contract on iPhone 14 Pro Max both my new and old number still shows up yet it’s a different phone and I do not have the old sim in it’s still in my other phone, I’m wondering if the reason my details can’t be recognised is maybe my iCloud is still linked with my old phone number some how? As I can only think that’s the reason for it showing on this phone
72
Tyler C
C
New
 Contributor
asked inYour iD Account & App.
Registration text not recieved
Used to have an account when I first got a contract, now accounts have changed? Have registered for new account, however when registering my number, I'm not received the text with a 6 digit code. Is there another way too verify your number, or get access to your account?
225
Tom
M
New
 Contributor
asked inYour iD Account & App.
Unable to reset password for App
Hi, Ive had the app and never previously had an issue. The app has signed my account out and now I’m unable to log in. I try to request for my password to be reset but I don’t receive an email for me to be able to do this. How can I reset my password and regain access to the app. its the same when trying to log in online.
61
Siân W
W
New
 Contributor
asked inYour iD Account & App.
Trying to Register Power of Attorney but Live Chat won't put me through to an agent
Hi there, I am trying to register a Scottish Power of Attorney for my mother as she’s no longer able to manage her affairs. I’ve tried using the ID Mobile live chat about half a dozen times over the past few weeks but every time I’ve done this I’ve received the same response: “I’m sorry. I’m not available to chat at this time. Please try again later and I will be glad to help you.”. I’ve tried at all sorts of times between 9am and 5pm across many different weekdays and have received the same response so I assume that the system for POAs is broken. This has been hugely frustrating. Can you please tell me how to register the POA or contact a human? Thanks
143
Tom
Martynbiddles
Community Member
asked inYour iD Account & App.
pac number not working and no contact number for help
Won’t accept my pac code and can’t get any help or contact number to get any help go round in circles
51
Kash M
H
Community Member
asked inYour iD Account & App.
reset password issue
Hello, I can't find live chat to ask this so hoping I can get a link on here. My password has stopped working, reset password does not send an email, therefore I can't log into my account anymore. This issue seems to have appeared a lot of times, and doesn’t look like it has been resolved. My email address is working normally, I've checked my spam, I've entered my email correctly. Thanks
101
Kash M
C
Community Member
asked inYour iD Account & App.
missed pay on credit report
I paid my final bill £37.03 but £2 missed payment showing on my credit report, why? I've paid £2 today (even though I don't owe it) as this is having a serious negative impact on my credit report. Telephone is just an automated service, live chat is a bot, how on earth am I to get this issue resolved??
111
Tyler C
M
New
 Contributor
asked inYour iD Account & App.
Swapping my number to iD mobile
Hi I've my number was supposed to transfer to my Id sim today it's showing on the app it's changed but I can't call anyone or receive a call
223
Tyler C
K
New
 Contributor
asked inYour iD Account & App.
Moving additional lines to ID Mobile..
I wish to add two more numbers to my account - how do I do this?
203
Kash M
G
Community Member
posted inYour iD Account & App.
storage still at old limit…???
My old plan with my old provider had a 64GB limit..my new ID Mobile is 120GB but my storage under settings still says I have 64GB…why?!
41
Tyler C
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
202
Tyler C
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?
161
Tyler C
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 ?
138
A
Sadia Moaeed
Helpful
 Contributor
asked inYour iD Account & App.
data usage
Dial 7777 can’t answer tø yesterday data usage.
6911
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
54
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.
4124
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
35
Tyler C
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