Hi ​@RB159, 

Thank you for getting in touch, and I’m sorry to hear your recent orders were cancelled I understand this is frustrating, especially as an existing customer of iD Mobile.

📌 Why this can happen

Even if you already have an active account and a good credit history, each new SIM order is subject to a separate credit check. This means a different result can sometimes occur due to factors such as:

• Overall exposure across multiple lines
• Affordability checks at the time of application
• Internal risk assessment criteria
• Recent changes in credit file information

Unfortunately, we are not able to see the exact reason in detail, but you should receive an email explaining the outcome.

💬 What you can do next

If you would like to proceed with the orders again, we recommend contacting our Sales team, who can:

• Review your applications in more detail
• Check if alternative plans or structures are available
• Assist with re-attempting the order where possible

You can reach them via:

• 💬 Live Chat on the iD Mobile website
• 📞 0800 049 0250

We appreciate this may be disappointing, especially as an existing customer, but each application must go through the same credit assessment process. If you’d like, the Sales team can help you explore other ways to get connected for your children as well.

Owethu