Could an iD Mobile staff member please check if this is a system/account error?

Forum|Forum|3 days ago
October 7, 2026
1 reply
7 views

I’m hoping an iD Mobile staff member can help me check something with my account.

I previously had a 1-month plan which has now ended. I have also since taken out a monthly plan for £8 per month, which I am still using and paying for normally.

However, I have recently received a payment email from iD Mobile, and the phone number mentioned in the email is not my phone number.

I’m therefore concerned that there may be a system or account-linking error, and that my email address may have been incorrectly associated with another customer's phone number/account.

Could you please check whether this is a billing/system error and confirm whether the payment request is actually related to my account?

I have not made any payment for this additional charge because I want to confirm the details first.

I can provide my account details via private message if required.

Has anyone else experienced a similar issue?

Thanks.

Gemma M

iD Mobile Employee

Hi @steven_yip,

Thanks for getting in touch.

Based on what you've described, it sounds like the SIM-only plan may have been processed as a new contract rather than a change to your existing plan. This would explain why you're receiving emails that reference a different mobile number.

As we can't access or verify account details through the Community, we'd recommend contacting the point of sale where the SIM-only plan was purchased and asking them to investigate whether a new account was created in error. If this is the case, you'll need to arrange for the new plan to be returned/cancelled.

Once that's been resolved, please contact our Sales Team via Live Chat, who can help ensure any replacement plan is set up correctly against your existing account.

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

Regards,

Gemma M
The iD Mobile Social Media Team

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