Hi everyone,I’m hoping someone here (maybe staff or anyone who’s had the same issue) can help me out, because I’ve been going round in circles with this.I originally requested my proof of usage document (with IMEI details) on 25/07 after my phone was stolen. ID Mobile did send me the document, but unfortunately it was in Word (.docx) format, and my insurance company will only accept it as a PDF. Since then I’ve been trying to get the correct version:15/08 – contacted live chat, told I’d receive it within 24 hours. Nothing arrived. Followed up again, then told it would take 24–48 working hours. Still nothing. Went back yesterday, told to wait another 24 hours and that the request was now “urgent”. Again, no document has come through.I also have chat transcripts of all these conversations, showing the repeated delays and promises, if needed.At this point I urgently need the PDF version to proceed with my insurance claim, but I’m getting nowhere. Has anyone else had this problem? And can someone from ID Mobile please make sure this gets sent correctly this time? Thanks in advance.

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Proof of Usage - Need Support (PDF Format Required)

Forum|Forum|1 year ago
August 19, 2025
17 replies
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Hi everyone,

I’m hoping someone here (maybe staff or anyone who’s had the same issue) can help me out, because I’ve been going round in circles with this.

I originally requested my proof of usage document (with IMEI details) on 25/07 after my phone was stolen. ID Mobile did send me the document, but unfortunately it was in Word (.docx) format, and my insurance company will only accept it as a PDF.

Since then I’ve been trying to get the correct version:

15/08 – contacted live chat, told I’d receive it within 24 hours. Nothing arrived.
Followed up again, then told it would take 24–48 working hours. Still nothing.
Went back yesterday, told to wait another 24 hours and that the request was now “urgent”. Again, no document has come through.

I also have chat transcripts of all these conversations, showing the repeated delays and promises, if needed.

At this point I urgently need the PDF version to proceed with my insurance claim, but I’m getting nowhere. Has anyone else had this problem? And can someone from ID Mobile please make sure this gets sent correctly this time?

Thanks in advance.

Best answer by LouieW27

Hi @LouieW27,

How did you request the document? If it’s incorrect please contact the team back for an update.

Kash

Hi Kash,

I’ve requested again on the live chat feature, waiting another 24-48 hours, hopefully the correct document this time 🤞

thanks,

Louie

Tyler C

iD Mobile Employee

Hey there @LouieW27, sorry to hear this and for the delay in getting this to you. Have you spoken to any team today, and if so, what was said please?

Thanks,

Tyler

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

L

LouieW27Author

Active Contributor

Hi @Tyler C, I haven’t contacted any of the team today as I’d expect them to say wait another 24 hours, just seeing if maybe someone can help me on here instead. Do you think I should use the ‘Live Chat’ feature one more time?

Thanks,

Louie

WelshPaul

Platinum  Contributor

Just use one of the many free doc to pdf online converters.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Tyler C

iD Mobile Employee

Hey there @LouieW27, no problem. I’d recommend trying to live-chat again to see if they have an update, as we’d only be able to do the same if we PM’d you here and check/chase an update on this for you. If you contact them again and have any further issues, please do let us know.

Of course, you’re welcome to try what @WelshPaul has also suggested too if possible?

Thanks,

Tyler

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

L

LouieW27Author

Active Contributor

@WelshPaul I tried this however the insurance company can see I have done this and said I “Could’ve edited the document.” I need it as a PDF from ID to prove I haven’t touched the content.

L

LouieW27Author

Active Contributor

@Tyler C I’ll contact them and let you know of the outcome,

Thanks.

Tyler C

iD Mobile Employee

Hey @LouieW27, no problem at all!

Thanks,

Tyler

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

WelshPaul

Platinum  Contributor

@WelshPaul I tried this however the insurance company can see I have done this and said I “Could’ve edited the document.” I need it as a PDF from ID to prove I haven’t touched the content.

That makes no sense! Do they not realise PDF documents can be edited just like a word documents?

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

L

LouieW27Author

Active Contributor

@WelshPaul I tried this however the insurance company can see I have done this and said I “Could’ve edited the document.” I need it as a PDF from ID to prove I haven’t touched the content.

That makes no sense! Do they not realise PDF documents can be edited just like a word documents?

Yeah I get your point!

When I convert it myself though, the file shows me as the creator, which is why my insurer rejected it, they want confirmation the document hasn’t been altered since leaving ID.

L

LouieW27Author

Active Contributor

@Tyler C

Hi Tyler,

I’ve had an update, ID Mobile have now sent me a proof of usage in PDF format, but unfortunately it lists the wrong device/IMEI. This is not the stolen phone I originally requested the document for.

As I made the correct IMEI clear in my initial request, could you please advise how I can get this reissued correctly? My insurance company will not accept the current document as it doesn’t match the stolen device.

Thanks for your help,

Louie