Solved

Error message when updating my Direct Debit

D
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Userlevel 2

I've been trying to change the details on my direct debit for about a week. I keep getting 'Oops something went wrong, try again later'. At first this was every time I try to log in. 

Now that I’ve logged in I am unable to update my Direct Debit. I have changed my bank account. The details are correct but I’m still getting 'Oops something went wrong, try again later'.

After reading other peoples experience - I have tried downloading the app on my phone. Still the same. I have tried updating the app and restarting my phone.

Can someone please help? If I am unable to change my details I wont me able to pay my phone bill.

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Best answer by andewhite 18 April 2024, 15:33

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19 replies

andewhite
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Have you tried doing this online, @DanbyW? 

Login to your iD account, using a web browser, at https://my.idmobile.co.uk. 

Otherwise, perhaps contact the iD support team, using the online Live Chat service - the advisers work until 8pm weekdays.

Forum member (non-iD)
D
Rank
Userlevel 2

Hey! Thanks for the reply.
I was originally trying online before downloading the app. It’s really weird.

 

I’ve tried contacting through the online chat but it struggles to understand my problem. It initially suggested going back online (and provided a link). I gave up after that. Will it eventually lead to a person?

andewhite
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Hey! Thanks for the reply.

...

I’ve tried contacting through the online chat but it struggles to understand my problem. It initially suggested going back online (and provided a link). I gave up after that. Will it eventually lead to a person?

While you’re using the iD Live Chat service, just type “talk to a person” to avoid the 24/7 chat-bot and speak to an adviser, @DanbyW. 

There isn’t an iD Mobile telephone support helpline - their help & support is entirely online.

 

Forum member (non-iD)
Kash
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Hi @DanbyW,

Welcome to the Community!

Just checking if you managed to get in touch with someone?

If you still require assistance, please get back to us here and we can PM you.

 

Kash

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D
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Userlevel 2

I managed to get in contact with someone through the online chat. Apparently it’s an ongoing technical issue that has been raised with the technical team. I’m very surprised that I am unable to change my direct debit details any other way than through the app or website.

I’ve been asked to wait 48hours but am unsure if they will be back in touch or if I should wait and try again.

Dan

D
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Userlevel 2

I also don’t know why this has been marked as “Solved” my problem is absolutely not solved... 

C
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Userlevel 1

I am having this issue also. Change of bank and unable to update my new details so currently making manual payments until resolved...

 

Kash
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Userlevel 7
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Hi @ChezBooth,

Welcome to the Community!

Have you tried logging into your account online?

You should be able to change your direct debit details from there.

 

Kash

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C
Rank
Userlevel 1

Yes. Online, in App, dektop site. And through the chat. Im told it cant be done through the chat only through App/website. However as of an hour ago when i last tried the error message was still persisting on all platforms. 

Tom
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Userlevel 7
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Hi @ChezBooth 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

 

We’ll see you there. 

 

Tom

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Lucymayedwards23
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Userlevel 1

I called the complaints number and they set it up their end. The number is 0800 049 2402. 

C
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Userlevel 1

I called the complaints number and they set it up their end. The number is 0800 049 2402. 

Brilliant thankyou i shall do that 😊 im wondering if its an issue with Santander as my other bank is accepted but when i enter my Santander details i get the error. 

Kash
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Userlevel 7
Badge +6

Hi @ChezBooth,

It sounds like it could be down to the verification process.

However glad to hear that it is resolved.

If you require further assistance, please let us know.

 

Kash

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Z
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Userlevel 1

I am having the exact same problem based on live chat have been told to wait 48 hours with the exact same response. Was told it was due to the new app which is odd. Being this thread is over a month and it has been over 48 hours I suppose I am in the same boat. Idk what to really do to get this resolved.

C
Rank
Userlevel 1

Hi mate, it seems to be an issue with Santander bank for me. I registered my Monzo account details and they were accepted straight away. Have you tried another bank account ? I know its hassle but im going to just make sure the moneys in my other account for now and keep trying my santander account at a later date. Seemed to be the only way round it for me for now. 

Kash
Rank
Userlevel 7
Badge +6

Hi @ZxrazaxZ,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

 

Kash

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
H
Rank

I’m also having the same error when trying to switch my DD to Santander bank.

P
Rank

Same error here too which is why I'm currently reading this thread.

 

I've tried both the app and the website to no avail. I also tried a separate bank account just Incase it was an issue with my main bank.

Tom
Rank
Userlevel 7
Badge +5

Hi @Hainesy82 & @Paul999 

 

I’d recommend making sure that the details used in the iD Mobile app/website when setting up the direct debit match exactly to the details you have with your bank (Name, Address etc).

 

If you’re still having issues with this, we’d recommend calling as a one time exception 0800 049 2376 to change your direct debit details over the phone.

 

Tom

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