If you see an ‘Oops, something went wrong’ error message in the iD Mobile app, don’t worry. It is usually a temporary glitch that can be fixed by refreshing your app or account connection.
Step 1 - Uninstall and reinstall the app.
A fresh installation clears any corrupted data that might be causing the error. Follow the steps for your device below:
I’m using an iPhone:
To uninstall:
- Go to your Home Screen and find the iD Mobile app icon.
- Press and hold the icon until a menu appears.
- Tap Remove App, then tap Delete App to confirm.
To reinstall:
- Open the App Store.
- Search for iD Mobile.
- Tap the cloud icon (or Get) to download it again.
- Open the app and log in.
I’m using an Android phone:
To uninstall:
- Open Settings.
- Tap Apps (or Apps & notifications).
- Select iD Mobile from the list.
- Tap Uninstall and confirm.
To reinstall:
- Open the Google Play Store.
- Search for iD Mobile.
- Tap Install.
- Open the app and log in.
Step 2 - Remove and re-add your plan.
If reinstalling didn't work, unlinking your plan forces the app to re-establish a connection with your account details.
To do this via the iD Mobile app or my.idmobile.co.uk:
- Log in and tap View your plans (or the Dashboard).
- Tap the Pencil icon next to the plan you want to fix.
- Tap Remove plan.
- Tap Yes, remove it.
Once removed, you simply need to add it back again. Check out the guide below for steps on how to do this:
Step 3 - Contact us.
If you have tried both steps above and you are still seeing the error, please contact us here so our technical team can investigate.
