I placed an order for a new Galaxy S26 Ultra yesterday to take advantage of the free Galaxy Watch 8 deal via mobiles.co.uk - 2 year contract on ID Mobile, just for clarity I have been an ID Mobile contract customer for 4 years with no issues in terms of payments etc but the upgrade offers werent very competitive so I took out a new contract.

I’ve been told today that I didnt pass the ID Mobile internal security checks, but have been provided with no explanation whatsoever, which was really suprising given I have been a customer of ID Mobile for the past 4 years? I tried the Live Chat but that was useless. My credit score is classed as “Excellent” across most of the credit agencies. 

I was told it’s an ID Mobile block that only a few people get to see the reason (so actual fraudsters don’t try to circumvent it) and it will be in place for 30 days so don’t bother trying to re-order for a month.

So I don’t know where to go now. I don’t know how to “fix” the problem as I don’t know what the problem is. Is there any way to appeal the decision? To get a human to review it? To get some explanation? How will I know if I can even successfully order anything in a month’s time without placing an order and waiting for an email the next day!?

Any help deeply appreciated.