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i can log into my account on the website but i cant on the app?

  • May 4, 2026
  • 4 replies
  • 26 views
W
New Contributor

I have no issues logging into my account on the browser website. As soon as I try to log into the app I can’t? This is a brand new phone. First time downloading the app. So frustrating 

Best answer by MZone

I have no issues logging into my account on the browser website. As soon as I try to log into the app I can’t? This is a brand new phone. First time downloading the app. So frustrating 

What is the error you are getting when trying to use the app? Have you tried deleting and reinstalling the app?

4 replies

MZone
Platinum 
Contributor
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  • MZone
  • Platinum 
Contributor
  • Answer
  • May 5, 2026

I have no issues logging into my account on the browser website. As soon as I try to log into the app I can’t? This is a brand new phone. First time downloading the app. So frustrating 

What is the error you are getting when trying to use the app? Have you tried deleting and reinstalling the app?

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
W
New Contributor
  • Welljpo
  • Author
  • New Contributor
  • May 5, 2026

As soon as I put the password in (which is correct) it reverts back to asking for my sign in email. Tried deleting and reinstalling. Also updated the software etc. could it be to do with cookie settings or something like that maybe?

MZone
Platinum 
Contributor
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  • MZone
  • Platinum 
Contributor
  • May 5, 2026

As soon as I put the password in (which is correct) it reverts back to asking for my sign in email. Tried deleting and reinstalling. Also updated the software etc. could it be to do with cookie settings or something like that maybe?

Probably best to resolve this issue by using the iD online Live Chat service, to speak to a customer adviser ​@Welljpo 

The advisers work until 8pm on weekdays and 6pm on weekends - just tell the 24/7 chatbot you’d like to “talk to a person”.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
Hosai W
iD Mobile Employee
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  • Hosai W
  • iD Mobile Employee
  • May 5, 2026

Hi ​@Welljpo,
 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.
 

Thanks,
Hosai

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

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