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Account disconnected

  • July 30, 2025
  • 11 replies
  • 78 views

Riannekaye
Active Contributor

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

11 replies

Tyler C
iD Mobile Employee
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  • 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


Riannekaye
Active Contributor
  • Author
  • 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
Forum|alt.badge.img+24
  • 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


Riannekaye
Active Contributor
  • Author
  • Active Contributor
  • July 30, 2025

Hi Tyler,

It was actually a completely new order sorry. 

 

Rianne


WelshPaul
Platinum 
Contributor
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  • Platinum 
Contributor
  • July 30, 2025

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


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • 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


Riannekaye
Active Contributor
  • Author
  • 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
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  • 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


Riannekaye
Active Contributor
  • Author
  • Active Contributor
  • August 4, 2025

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


Riannekaye
Active Contributor
  • Author
  • Active Contributor
  • August 4, 2025

I got it sorted thank you 


Siân W
iD Mobile Employee
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  • iD Mobile Employee
  • August 4, 2025

Thanks for letting us know ​@Riannekaye