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Question

iD Login not working on Mobile App

Forum|Forum|1 year ago
June 11, 2025
16 replies
1158 views

Hi, I am unable to log into my mobile app (error 6) recommended to delete app, re-instate and sign in, which was done and still didn’t work (including changing my password sevral times. on opening the App it says ‘Get Started’ then asks for my email, then password, then confirmation that I’m Human (boxes with pic in) then it just goes back to ‘Get started’ every time? Works fine on the P.C. but not my iPhone 14 pro.

Tyler C

iD Mobile Employee

Hey there @Beardmore, sorry to hear that. So you can login to the website, but not the app, with the same login. Is that correct?

Thanks,

Tyler

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B

BeardmoreAuthor

New Contributor

Thanks for your reply!

Yes that’s correct, log in on my PC is fine, but on my iphone 14 pro it is stuck in a ‘loop’ starts with EMail address then Confirmation that I’m not a Robot, with numerous 16 box selection of various items (Traffic lights, Bikes, Cars etc) followed by the Password (which it accepts) and then back to the start of the process.

Siân W

iD Mobile Employee

Thats odd @Beardmore , sorry to hear this.

Can you please try deleting the app and reinstalling it?

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B

BeardmoreAuthor

New Contributor

Hi Sian,

Having deleted and re-installed 4 times with ‘no joy’ and changed my password 3 times, still the same issue.

So I have now downloaded the iD app on my iPhone XR, opened the app, completed the sign-in procedure and it’s working fine!

I have again deleted the app on the 14 pro and re-installed and still the same issue, so unless it’s something to do with the last IOS update (which I also did on my XR) I’m not sure what the issue is, what I do know is that it appears to be specific to this phone and possibly something in the settings I’m missing!

A

Anika A

iD Mobile Employee

Hi @Beardmore

On the iPhone 14, are you inputting your details manually or automatic? We would recommend inputting your details in manually.

Anika

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B

BeardmoreAuthor

New Contributor

Hi Anika,

Thanks for the reply, Yes I have tried signing in manually several times and it’s still the same outcome.😟

A

Anika A

iD Mobile Employee

Hi @Beardmore

Thank you for confirming.

We would recommend clearing the cache from the app storage on device settings and then deleting the app and reinstalling the app.

Anika

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G

Gafer42

New Contributor

I have exactly the same issue with the app on an iPhone 14 Pro.
I can however login using Safari on the same phone with the same credentials.
I have tried all of the above time and time again, but, I can’t be bothered to continue. I just use Safari and login that way. The problem has to be some untested old setting in the iPhone 14.

Tyler C

iD Mobile Employee

Hey there @Gafer42, sorry to hear that. How long have you had the issue for, and could you previously login to the app at all?

Are you getting stuck in the same loop as mentioned above?

Thanks,

Tyler

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G

Gafer42

New Contributor

Not to sure, probably 6+ months. It did work originally, then one day it stopped.

I tried all the usual, uninstalling and reinstalling, making sure I had the latest version etc. I then tried it via a browser and it worked, so I gave up trying the app and haven’t tried again. I came across the above post by accident and added my two Penneys worth.