Messages not sending to a particular number

Forum|Forum|3 months ago
May 15, 2026
1 reply
119 views

Hi,

So i go into mental health crisis pretty often and i find it difficult to talk over the phone, so text. I’m unable to now text the SHOUT crisis line which is ‘85258’ which i believe is a problem for you to sort out. I’ve tried multiple times to message and it’s only recently become a problem. Since being with you. If you can, i would like you to resolve this problem. The message just won’t send and i dont know what to do because its a valid number

Gemma M

iD Mobile Employee

Hi @mariamruafixo,

Thank you for reaching out, and I’m really sorry to hear you’ve been experiencing difficulties with this, especially given how important services like SHOUT can be.

The number 85258 is classed as a short code service and can fall under out-of-plan/premium messaging permissions on the account. Because of this, if your Bill Cap is set too low or certain account features are disabled, messages to the service may fail to send.

We’d recommend checking the following:

Log into the iD Mobile app or your online account
Go to Bills
Select Manage Bill Cap
Increase the Bill Cap to allow enough allowance for out-of-plan services
Ensure any premium or short-code messaging permissions/features are enabled on the account

After making any changes, please restart your phone and try sending the message again.

You could also try:

Turning Airplane Mode on and off
Checking the message centre number is correct within your SMS settings
Trying the SIM in another device if possible

If the issue continues after this, please contact our Live Chat team so they can investigate the messaging permissions on the account further: https://www.idmobile.co.uk/live-chat

We hope this gets resolved for you as quickly as possible.

Regards,

Gemma M

The iD Mobile Social Media Team

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