Access denied

Well that’s a new one ​@Alessandra Spesso, I can’t say I’ve seen that one for iD Mobile before.

Have you tried, by going to the three ellipses (dots) in the upper right, clearing cache, cookies and (this removes all search/results) browsing history and trying again?

Should that not work, although it sounds like you’ve got an older style phone, have you checked to see if there is an update for your browser - failing that try another browser?

Hey there ​@Alessandra Spesso, sorry to hear this.

Occasionally when scrolling through the iD Mobile website/app, this can occur, and can depend on numerous factors.

Please either try via a different device, or contact our live-chat, who can get a SIM sent to you:

https://www.idmobile.co.uk/live-chat

Or, you can collect a free SIM from any Currys store, and message us via our live-chat or social media pages to activate it for you.

Thanks,

Tyler

Thank you so much for your reply.

I am away at the moment but trying to get everything ready for my return when i can collect the SIM. But if i am unable to access the LiveChat i am still stuck.

I have tried on a different device with the link you gave me and i have had the same result. 

Will try to clear the cache

Thank you

Are you out of the UK currently ​@Alessandra Spesso and if you don’t mind saying where? Maybe, depending on where you are, that local Government might be blocking access to the UK?

If so and I don’t know this for sure, but there has been an alarming rise in eSIM fraud (not just with iD Mobile) and maybe iD have put extra security measures in place to prevent overseas access to secure services (like requesting news SIMs). But not getting access to things like your account or live chat kind of rules out this theory as these should be accessible anywhere in the world.

If you’re really struggling then your other option, once you’re back from wherever you are, would be to pop into your local Currys store as advised above. From there you’d simply need to active your new SIM:

• How do I activate my new SIM or eSIM? F.A.Q.

Hi ​@Alessandra Spesso 

Thank you for your reply. 

Did clearing the Cache help at all?

Are you currently having issues accessing the Live Chat link?

Nat 

Hi

Yes i cleared the cache with no luck. I will need to go to Currys and go from there. Thank you for your interest 

Thank you for letting us know. 

Have you been able to access the Live Chat link?

Nat 

Hi Nat. To be honest i have stopped trying. It is just not happening. Do you work for ID? Can you start a chat for me? Thank you

Hi ​@Alessandra Spesso, it’ll definitely be worth trying all of the troubleshooting steps ​@Daz_S has suggested here.

However, if you’re still unable to get through to the live chat, just let us know here and we’ll be happy to send you a PM.

-Lauren