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Riannekaye
Active Contributor
Active Contributor
July 30, 2025

Account disconnected

  • July 30, 2025
  • 11 replies
  • 123 views

When I log into my app it says that my plan has been disconnected. Are you able to help me please?

    This topic has been closed for replies.

    11 replies

    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    July 30, 2025

    Hey there ​@Riannekaye, sorry to hear that. Can you confirm the plan is still active?

     

    Have you logged into this account recently, and was it active on the account then?

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Riannekaye
    Active Contributor
    Active Contributor
    July 30, 2025

    Hi,

    Thanks for getting back to me. Yes, the account is still active—I upgraded in June. Could that be the reason why I'm currently unable to view my account details?

    I’m able to log in, but when I do, it says the plan has been disconnected. As a result, I can’t view my plan details, such as how much data I’ve used.

    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    July 30, 2025

    Hi there ​@Riannekaye, sorry to hear that. Have you logged in since you upgraded in June at all?

     

    Did you definitely order an upgrade, or a completely new plan?

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Riannekaye
    Active Contributor
    Active Contributor
    July 30, 2025

    Hi Tyler,

    It was actually a completely new order sorry. 

     

    Rianne

    WelshPaul
    Platinum 
Contributor
    Platinum 
Contributor
    July 30, 2025

    Hey ​@Matthew T, another one for you to raise with self-care team maybe? 

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    July 30, 2025

    Hey there ​@Riannekaye, if it was a completely new order and not an upgrade, then that’d mean you’d need to register the new contract separately.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Riannekaye
    Active Contributor
    Active Contributor
    July 30, 2025

    Hi Tyler,

    Thanks for the clarification. How do I go about registering the new contract separately?

    Appreciate your help!

    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    July 30, 2025

    Hey there ​@Riannekaye, you would just need to go onto the iD Mobile app/website and register as usual with the new number and new email address.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Riannekaye
    Active Contributor
    Active Contributor
    August 4, 2025

    Hi Tyler, my number and email is still the same as previous 

    Riannekaye
    Active Contributor
    Active Contributor
    August 4, 2025

    I got it sorted thank you