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How to remove add-on?

  • 7 September 2022
  • 8 replies
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I purchased a data add-on yesterday that I want to remove as I have decided to upgrade my plan instead. There is no option to remove it on the app.

Thanks.

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Best answer by Mohammed 17 September 2022, 14:04

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andewhite
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You can’t remove an add-on from your iD account - you’ve paid iD for the add-on... right?

It’ll disappear once the add-on allowance has been used, or add-on’s validity period has expired.

Good luck @Kasabian.  

K
Rank

Hello, thank you for your reply. 

Yes, I have paid iD mobile for the add-on, so require a refund. None of the data  has been used.

iD mobile states that you can remove an add-on from your iD account.

“Upgrading or Changing Your Plan

I’ve got an add-on on my current plan. Can I keep it if I change plan?

iD mobile: Yes. You can use your current active add-ons even after you change plan. If you’d like to REMOVE it instead, simply log in to your iD mobile app or My Account online, go to ‘My Add-ons, select the add-on, and choose the ‘Remove’ option.” (Caps mine)

However, as I mentioned, there is no option to remove it on the app as instructed.

So, how to remove the add-on that iD mobile has clearly stated can be removed?


Thanks.

 

 

 

 

 

andewhite
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Is the option shown in your iD My Account online at https://my.idmobile.co.uk?

Even if you could Remove the add-on in the iD app, where does it state that you’ll receive a refund?

Your best option is to ask the iD social media team for assistance using facebook (using Messenger), or Twitter (by Direct Message) - the team will be able to look at your iD account.

FYI, any out-of-hours private messages left on social media are picked-up when the iD social media team next start work.

Good luck.

 

Mohammed
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Hello, thank you for your reply. 

Yes, I have paid iD mobile for the add-on, so require a refund. None of the data  has been used.

iD mobile states that you can remove an add-on from your iD account.

“Upgrading or Changing Your Plan

I’ve got an add-on on my current plan. Can I keep it if I change plan?

iD mobile: Yes. You can use your current active add-ons even after you change plan. If you’d like to REMOVE it instead, simply log in to your iD mobile app or My Account online, go to ‘My Add-ons, select the add-on, and choose the ‘Remove’ option.” (Caps mine)

However, as I mentioned, there is no option to remove it on the app as instructed.

So, how to remove the add-on that iD mobile has clearly stated can be removed?


Thanks.

 

 

 

 

 

Hello Kasabian, this was related to recurring add-ons from my knowledge which is no longer provided.

You can’t remove an add-on once purchased.

These are non-refundable purchases so only recommend purchasing if it’s needed.

 

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
K
Rank

Hello Mohammed,

Thank you for your reply.

“Hello Kasabian, this was related to recurring add-ons from my knowledge which is no longer provided.”

The iD mobile website does not state that it relates only to recurring add-ons, in fact, there is no mention of recurring add-ons at all.

“You can’t remove an add-on once purchased.”

Again, the iD mobile website states that you CAN remove an add-on once purchased. I have provided you with the statement from your own website. And here is the link to the webpage:

https://www.idmobile.co.uk/help-and-advice/plan-changes

So, I have no idea where you get the notion from that one cannot remove an add-on, when the iD mobile website explicitly states that you can.

Regards

 

K
Rank

And who on earth awarded this nonsense reply by Mohammed as “best answer”? I certainly did not. Are iD mobile staff awarding themselves??

andewhite
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Userlevel 8
Badge +9

...

So, I have no idea where you get the notion from that one cannot remove an add-on, when the iD mobile website explicitly states that you can.

Regards

 

Okay @Kasabian, have you got screenshot(s) of the page(s) where it explicitly states an add-on can be removed.

No mention of add-ons online at https://www.idmobile.co.uk/help-and-advice/plan-changes.

 

Mohammed
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Userlevel 7
Badge +10

And who on earth awarded this nonsense reply by Mohammed as “best answer”? I certainly did not. Are iD mobile staff awarding themselves??

Hi @Kasabian,

The topic owner or iD Mobile Community employee can, however, we don’t self award so you may have marked this in error.

I can un-mark it if you want?

As for the link, this is for recurring add-ons which I mentioned already.

I appreciate it may be causing some confusion as it doesn’t specify, I have passed on feedback regarding this.

That said, we can’t remove one-off add-ons, only recurring add-ons (which are now legacy add-ons no longer offered.

 

So, I have no idea where you get the notion from that one cannot remove an add-on,

The notion came from the fact I work for iD Mobile and can confirm one-off addons can’t be removed.

As above, it’s been fed back to make it clearer.

Mohammed

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
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