If you’re seeing a ‘500 error’ when trying to open the iD Mobile app, it means your device has failed App Check. Don’t worry – we’ve got some quick steps to help you get back up and running:
What is App Check?
App Check helps secure your app by ensuring you're using a genuine, untampered device and that the app comes from a trusted source. If anything seems suspicious, it may block access to protect your data.
What does App Check look for?
App Check looks out for rooted or jailbroken devices, which are more vulnerable to attacks, or if the iD Mobile app wasn’t downloaded from Google Play or the App Store, as it could have been altered, repackaged or tampered with, which can pose security risks or steal your data.
What can you do if you fail App Check and see the ‘500 error’ code?
- Reinstall the App from the Official Store.
Uninstall the app and reinstall it from Google Play or the App Store to make sure you’re using the unmodified version.
- Check If Your Device is Rooted/Jailbroken.
Use tools like Root Checker (Android) or look for unfamiliar apps/settings (iOS). If your device is rooted or jailbroken, you’ll need to unroot or un-jailbreak it, or seek help from a professional.
- Update Your Device and Apps.
Keep your OS up to date to fix bugs or security issues. Follow these steps for your device:
I’m using an iPhone:
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Software Update’.
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If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information.
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If you see ‘iOS is up to date’ - you’re good to go!
I’m using a Samsung Galaxy:
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- Open ‘Settings’.
- Tap ‘Software update’.
- Tap ‘Download and install’.
- If new software is available, tap ‘Install now’. If you already have software up to date, latest update information will appear.
Most other Android phones:
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- Open ‘Settings’.
- Tap ‘System’.
- Tap ‘Advanced’.
- Tap ‘System Update’.
- You’ll find your update status. Follow any steps on the screen.
- Check for VPN/Proxy Issues.
Sometimes VPNs or proxies can interfere with App Check. Try disabling them and attempt to log in again.
- Clear Cache/Data (Android).
If you’re using Android, clearing your app’s cache and data might help.
- Open ‘Settings’.
- Tap ‘Apps’.
- Tap ‘iD Mobile’.
- Tap ‘Storage’.
- Tap ‘Clear Cache/Data’.
- Log In via my.idmobile.co.uk.
If the app is still not working, you can log in through my.idmobile.co.uk as an alternative.
- Upgrade your phone.
If your phone is out of date, consider upgrading for better performance and compatibility. Find options here.