Hi ​@James24595 

Thank you for getting in touch with us, we're sorry to hear that your new contract application was declined.

As your original contract and handset return through Carphone Warehouse has not yet been fully processed, it's possible that the account is still showing as active on our systems. This can sometimes affect eligibility for a new application until the return and cancellation have been completed.

Please note that contract applications are assessed automatically, and we're unable to see the specific reason for a decline or manually override the decision.

Once the return has been fully processed, you may be able to apply again. The timeframe can vary depending on how quickly the return is completed and updated across the relevant systems.

To look into your account and check the status of the returned contract, please send us a private message via Facebook or Instagram. Once we've accessed your account, we'll be able to provide more specific guidance.

Thank you,

Zandile M

The iD Mobile Team