Missing invoice for redeeming gift | iD Mobile Community
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Question

Missing invoice for redeeming gift

  • September 9, 2025
  • 4 replies
  • 123 views
A
Community Member

Good afternoon,

I recently upgraded my phone through my ID Mobile contract. I upgraded from a Samsung Galaxy A54 5G to a Samsung Galaxy S25. The deal included a free Samsung watch that you could claim through Samsung Offers.

I have tried to redeem it, but am just missing an order invoice, which needs to have:
Product purchased
Date of purchase
Retailer name or logo
Price paid
Since my mother takes care of the contract and it is done through her name, I asked her to check all of her emails (including her spam) for an invoice, but was unable to find one (apart from the 'Congratulations on your Upgrade' email and delivery progress updates). I also could not find one in the ID Mobile website or app.

Please could you let me know what information you need from me to send an invoice, or let me know where else I could find one.

Thank you.

    4 replies

    Siân W
    iD Mobile Employee
    Forum|alt.badge.img+19
    • Siân W
    • iD Mobile Employee
    • September 11, 2025

    Hi ​@alexaxton an invoice would have been included in your parcel, and would have been emailed (this may have gone to your mums junk/spam folders in error).

    We can arrange for a replacement proof of purchase to be sent; however, as the account holder, we would need your mum to contact us directly please - https://www.idmobile.co.uk/help-and-support

    Thanks.

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    P
    New Contributor
    • Paul Robson 2
    • New Contributor
    • October 9, 2025

    How would I go about doing the same i never received a email with this information too

    I
    iD Mobile Employee
    Forum|alt.badge.img+5
    • Isa M
    • iD Mobile Employee
    • October 10, 2025

    Hi ​@Paul Robson 2 , 
    I am so sorry that you have not received the email. 

    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.

    -Isa🎀

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

    I have the same issue. No sales invoice emailed or in parcel. Live chat not working. About to return the phone and cancel my 4 contracts 

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