If you see a ‘500 error’ message when trying to open the iD Mobile app, it means your device has failed our security App Check.

App Check helps secure your account by ensuring you are using a genuine, untampered device and that the iD Mobile app was downloaded from a trusted source. If anything seems suspicious, the app blocks access to protect your personal data.

App Check looks for rooted (Android) or jailbroken (iOS) devices, as these are more vulnerable to security attacks. It also checks if the app was downloaded from an unofficial source (sideloaded) rather than Google Play or the App Store, as unofficial versions may have been tampered with.

1. Reinstall the app from an official store.

Delete the current app and reinstall it directly from Google Play or the App Store. This ensures you are using the safe, unmodified version.

2. Check if your device is Rooted or Jailbroken.

If your device has been modified to remove manufacturer restrictions (rooted or jailbroken), the app will not run. You will need to restore the device to its factory settings to use the app.

3. Update your software.

Ensure your operating system is fully up to date to fix any security bugs. Follow the steps for your device below:

I’m using an iPhone:

I’m using a Samsung Galaxy:

I’m using another Android phone:

4. Disable VPNs or Proxies.

Security software, VPNs, or proxy servers can sometimes interfere with App Check. Try disabling them temporarily and attempting to log in again.

5. Clear Cache and Data (Android only).

If you are on Android, old data files can cause conflicts:

• Go to Settings > Apps > iD Mobile.
• Tap Storage.
• Tap Clear Cache and Clear Data.

6. Log in via the website.

If the app continues to show the error, you can still access your account by logging in at my.idmobile.co.uk via a web browser.

7. Upgrade your phone.

If your phone is an older model that no longer receives security updates, it may fail App Check. You can view our upgrade options here.