Want to manage your account, have a general question or need an answer urgently? We offer different types of support depending on what you’d like help with. Take a look below to find out more.
I want to check my allowances, manage my iD account or make a change to my plan.
- Go to the iD Mobile App or My Account online
You can view your bills, buy an add-on, set or change your Bill Cap, make a manual payment or amend your Direct Debit details, change or upgrade your plan and lots more.
Here’s an article on ‘What you can do in the iD Mobile app and My Account online’
Having trouble registering or forgotten your login details? Check out this troubleshooting article.
I need some information on how to do something or want to know how something works.
- Go to the iD Community
If you’re viewing this article, you’re already on the Community – welcome!
The community is jam-packed with information about how your iD Mobile plan works. You can find out when you get billed and how bills are calculated, find out if you’re eligible to upgrade, how to cancel your contract or process a return, how to enable WiFi Calling and much more.
If you’ve got a question, pop it in the search bar above. If you don’t find your answer, simply register and ask the Community. You’ll usually get an answer within a few of hours. Remember the Community is a public forum, so don’t share any of your personal or account information.
Don’t forget to check out our blog articles and competitions while you’re here.
Find out more about ‘How to use the iD Community’
I have a specific question about something to do with my account, such as a query about something on my bill, getting a PUK code or a technical issue.
- Live Chat
Our Live Chat agents are on hand for assistance between 9am – 8pm Monday to Friday and 9am – 6pm Saturday and Sunday.
Please note: If the Live Chat button appears as unavailable during open our hours (between 9am – 8pm Monday to Friday and 9am – 6pm Saturday and Sunday) it means all our agents are currently busy assisting other customers and there may be a short wait. You don’t need to refresh your screen. The Live Chat button will automatically appear available when an agent is free, so please bear with us.
You can contact our Live Chat team here
Check out some of our common questions and answers:
I want to make a payment
You can make a manual payment or set up or amend your Direct Debit details in the iD Mobile app or My Account online. You can also make a payment using our automated service by calling 7777 from your iD phone, or 0333 003 7777 from a landline or other mobile (charges may vary). Simply enter your payment amount and card details when requested.
I need to report my SIM/phone as lost or stolen
You can report your SIM/phone as lost or stolen using the iD Mobile app or My Account online. Or you can do this through our automated service by calling 7777 or by calling 0333 003 7777 from a landline or other mobile (charges may vary). Select option 5 to report your phone lost or stolen.
I need a replacement SIM
You can get a replacement SIM by talking to one of our Live Chat agents.
There’s a delay in transferring my number over to iD
It should take no longer than one working day (Monday – Friday) for your number to transfer to iD. If it’s taken longer than that, contact us via Live Chat and we’ll look into it for you.
I need help with my phone settings
No need to contact us, all the information you need can be found here on the Community. If you’re unable to find your answer, some of our members are tech experts (and sometimes know more than we do), who’ll help.
My phone is asking for a PUK code
If your SIM card’s blocked and you’re being asked for a PUK Code, then you’ll need to speak to one of our Live Chat agents.
Why have I been charged more than usual this month?
There can be a number of reasons why your bill may be higher than expected. The first thing to do is check your bill, if you’ve not done so already. You can download a PDF bill using the iD Mobile app or My Account online. You’ll find a complete breakdown of charges on the ‘Your bill breakdown’ page. If you’re still unsure, checkout our ‘Charges’ page, it’s got a clear explanation of what charges you may incur when using your phone. Finally, if you’re still unsure, contact the Live Chat team.
