Hi there ​@Blue Tinted Spectacles 

I’m not sure why it would say this. Plus it looks like the registration of the app has changed since I installed mine.

But at which point does it state this, during the installation (what number step on the images on the link below)

https://community.idmobile.co.uk/onboarding-79/how-do-i-register-for-the-id-mobile-app-45309

Or is when trying to add your account?

https://community.idmobile.co.uk/adding-viewing-my-plan-s-198/how-do-i-add-my-plan-to-the-id-mobile-app-58113

iD staff may pick this up tomorrow if they think this is at their end

Hi ​@Blue Tinted Spectacles 

Are you using an email address that may have already been used with the iD Mobile app/website since April 2024?

Tom

Hi Tom,

Thanks for coming back.I 'm not. Have never used ID Mobile before. 

Best

BTS

​​

Hi Daz,

Thanks for coming back. I'm asked to enter my email, then (after the next prompt), a password. Even if I enter 'forgotten password ', the system does not send me an email to re-set. I don't get as far as 'Step 3'.

Have never had an ID Mobile account before, so all rather puzzling. 

Hoping ID Mobile Support will pick up and recommend a resolution.

Best

BTS

Hey there ​@Blue Tinted Spectacles, no problem. Please contact our live-chat, who should be able to reset your account for you to login to:

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

Thanks,

Tyler

Thanks, Tyler. Have visted to live chat, but instructs me to re-set the password myself. When I do this, I do no receive an e-mail to re-set, so no further forward.

Grateful if you can advise.

Perhaps you can change your p/word via the online iD account portal, ​@Blue Tinted Spectacles. 

https://my.idmobile.co.uk/login

🤞 

Regarding the live chat. Your first contact is with an automated chat bot, hence why it’s telling you to DIY. If the online portal (post above) doesn’t permit a reset then you’d have to go back to live chat. Should that be the case then start the chat with either talk to person or speak to person to bypass their bot.

Regarding the app - reading back through this you may have installed it too soon (you wouldn’t have known) as when I installed mine in February it didn’t function as intended - it only worked 24 hours after the actual service went live. But the app itself can spit it’s dummy out from time to time as it’s got a habit of latching onto the last thing you used it for. So, if the online account portal or chat fixes the password issue I would recommend you go to settings on your phone → Apps and find the iD app. Then click on the app and clear the cache (1st) and then the data (2nd) and see if it then works, failing that repeat the cache and data but this time uninstall and reinstall it from the play store.

Once the app works, if it ever acts up you can try closing the app fully - as I mentioned it stays on the last thing it was doing so things like the oops message will come back every time unless you fully close it. I deliberately caused mine to crash (on version 6.2.0) as a test and could only get it to work by closing it fully. Not that this is relevant the current app is version 6.4.0 (though I’ve had 2 updates to this version, one being this morning)

Glad to hear you’ve sorted the password and got the app working!👍

Hi ​@Blue Tinted Spectacles 

Glad to hear that’s sorted.

Tom