Similar problem. The web page says it has sent a text message, but none has been received. This makes it impossible to take any action on the account - including cancelling.

This doesn't seem like an uncommon issue too with quite a few users with the same issue, I feel that they should offer other forms of verification besides email such as SMS.

Hi ​@Tyler Martin and ​@Makkari1,

Sorry to hear you're having trouble accessing your account.

As you've already tried resetting your password, using different devices and checking your email settings, one thing that's worth trying is opening the iD Mobile website in an incognito/private browsing window and attempting the password reset again.

This can help rule out issues caused by stored cookies, cached data, or browser extensions.

For Chrome:

• Click the three dots in the top-right corner.
• Select New Incognito Window.

For Safari:

• Select File > New Private Window.

For Edge:

• Click the three dots in the top-right corner.
• Select New InPrivate Window.

Once in the private browsing window, try requesting the password reset email again and check both your inbox and spam/junk folders.

If you're still not receiving the email, we'd recommend contacting our Customer Service Team via Live Chat so they can investigate further: https://www.idmobile.co.uk/live-chat

Hopefully the incognito window does the trick, but let us know how you get on.

Regards,

Gemma M

The iD Mobile Social Media Team