I am currently trying to buy a £20 bundle but it just keeps redirecting me to my account home page and telling me an error has occurred.
I don’t have a card registered but even clicking “add a card” does the same thing.
Is there a problem with the website at the mo?
+9
Probably just a glitch with iD’s billing & account systems - they seem to happen fairly frequently, judging by posts to this community.
Anyway, good luck
Id suggest haranguing them through twitter or facebook. Got far more useful responses through that. Maybe worth pointing them at this thread as well.
Good luck! Hope it doesn’t take as long for you to get it sorted!
+10
Hello
Did you hear back from the TechTeam after and resolve or did you still need support?
We can check for you if needed to find out what’s happened here.
Mohammed
I was informed this morning it had been fixed. It had not been fixed.
I have been getting relatively useful support form the guys on facebook, though.
+9
It’s strange how iD struggle to fix (apparently) simple issues with billing and iD accounts.
I’ve been waiting 15+ months for iD to sort out an issue with my ‘old’ iD account.
🤔
+10
https://www.idmobile.co.uk/
there is something up with the website though.
I want to upgrade my sim only to a different plan but i cant see what's on offer on the site.
try the link and you'll see, January 23
Hey
Try logging out of your Community acount before visiting.
If that doesn’t work, try incognito/private browsing. I have fed the issue back already as it sometimes occurs for me too. The Team are working on fixing this.
As for the top up issue
As
The issue is that Banks have recently increased their security checks (3DS2) and this has led to issues with topping up on PAYG accounts.
A PAYG SIM when activated will have no name or address assigned to it.
This needs to be manually done.
Previosuly this worked fine when topping up hence the recent issues.
Now the security check Banks run check against the address which can’t be done if there’s no address hence the issue.
If you update this for your Father via the app/account, you should be able to sort this.
It won’t yet work via the app as we’re still working on implementing the update but the website online service works fine.
Mohammed
+9
Have you tried calling 7777 from your iD handset
You can top up using the automated phone service.
Good luck
Yes unfortunately I can’t do that … I sent my son off with the SIM this morning hoping I could do all this online (like usual).
Very frustrating ...
chatting with the online help I have tried it from the app from a different device … and it lets me put in the card then displays an error.
Joy.
+9
Ah, okay
🤞
Thanks. Its ben bumped up to tech support now … hopefully they’ll be useful ...
+9
Good luck
In my time at iD I’ve had several issues escalated to tech support. None have been solved despite months of investigations.
iD Mobile are wonderful when everything works but, it’s a nightmare trying to get anything fixed.
Is your PAYG account usable given you can’t top-up or buy a bundle?
I have some credit …but its stupidly expensive to do anything with the account without a bundle ...
+9
Can you setup a recurring bundle?
Your PAYG contract would then be effectively like having a pay monthly plan.
no I can’t .. that would require adding a card … and when I try and do that, by buying a bundle, topping up or explicitly adding a card, I get the same error ...
+9
You get an error in the iD app, and the My iD online?
This might be irrelevant and I don’t know when you last topped-up but, I was recently told by iD they changed one of their backend systems for managing iD accounts, and this had resulted in some issues for some customers.
Maybe one of the helpful online chat agents could add your card details to your iD account - I think the iD agents have a different interface to customer accounts.
Yup online and in the app :/
I can try an online agent .. the last one was helpful but didn’t suggest that … they were the one that gave me a tech support ticket ...
I mean wow … its now nearly 2 weeks since i reported the problem. And now they say its my bank thats at fault.
Strangely though … If i do it through the website it redirects me to an error straight away and never asks me to enter card details.
If i try with the app it doesn’t matter what card i use from 3 different banks and 3 different credit card companies … so i’m pretty definite its not hte bank 😡
*sigh*
+9
I mean wow … its now nearly 2 weeks since i reported the problem. And now they say its my bank thats at fault.
Strangely though … If i do it through the website it redirects me to an error straight away and never asks me to enter card details.
If i try with the app it doesn’t matter what card i use from 3 different banks and 3 different credit card companies … so i’m pretty definite its not hte bank 😡
*sigh*
Have you double-checked the name & address details in your My iD Account match those of your various bank accounts?
If the address or name is different the payment will fail - anyway, good luck
I mean wow … its now nearly 2 weeks since i reported the problem. And now they say its my bank thats at fault.
Strangely though … If i do it through the website it redirects me to an error straight away and never asks me to enter card details.
If i try with the app it doesn’t matter what card i use from 3 different banks and 3 different credit card companies … so i’m pretty definite its not hte bank 😡
*sigh*
Have you double-checked the name & address details in your My iD Account match those of your various bank accounts?
If the address or name is different the payment will fail - anyway, good luck
Yeah I’ve checked it … but on the main website .. i cant even enter my card details …
I’m beginning to be convinced its because i lost my sim and got sent a replacement. I bought a bundle shortly before losing the SIM and once i activated the new sim it all worked fine … but about 3 weeks after that bundle ran out I was trying to buy another bundle … and I couldn’t … the 2 must be connected surely …?
+9
Tried an online agent apparently they cannot add any payment details to the account ...
+9
That’s not helpful from iD
I’ve found the consistency of support by online chat is variable - maybe the agent didn't know how to do this?
You could try seeking assistance from the iD social media team on facebook (using Messenger), or Twitter (by DM). I hope they can assist with a payment for your iD account.
Otherwise, you’ve got a useless iD account because iD’s online systems won’t allow you to make an account payment.
Is it time to get a PAC and switch to another network provider?
+7
Glad to hear that this is resolved.
We are sorry for the time it took to resolve but happy to hear that it’s sorted for you.
If you require any assistance in the future, please feel free to get back to us here.
Kash
A total of 29 days after first reporting this problem and much hassling of the poor people on facebook the “back office team” have now fixed this problem. I have asked whether they can give me any information on what went wrong.
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