Unable to access app or online ID mobile account

Unable to access ID mobile app account.

Hey there @mattH, thank you for reaching out.

What error do you get when trying to login please?

Thanks,

Tyler

Thanks all sorted now!

Hi, I cannot access my account, can someone help? 

@Pippie4trnc - Happy to help. What error do you see? Thanks.

Hi, I went to log in to the ID Mobile app and was prompted that I needed to register for a new account to access an updated App. So i registered and was told my new account had been registered and I needed to log in and attach my phone plan. So I logged in and then entered my phone no., surname and date of birth but I received an error:"sorry, your details do not match our records"

I am worried that someone has stolen my personal details. I received a phone call a few days ago from someone saying they were from ID Mobile. He quoted my bank details so I believed they were genuine. He asked for my email address and said he was sending a one time access code to my email and asked for it. I gave the him the code and then received an email to say my password had been changed. I have now been locked out of my account.

Can you help? 

@Pippie4trnc this doesn’t sound right, and you may have been a victim of fraud. Please contact our Live Chat team as soon as you can:

https://www.idmobile.co.uk/live-chat

Type ‘Fraud’ to get through to an agent. Thanks.

I have been unable to access the app and my id mobile account for months because I have forgotten my password. When I follow the instructions to change my password I never receive the email with the code. I have reported this to id mobile by phone and through the online chat and both have promised a call back to resolve the problem but the call back never happens. I have been deliberately cut off on the phone a number of times and the waiting times for the call to be answered are ridiculously long only to be immediately cut off. I am totally exasperated by the lack of concern and care for your customers. I really need to be able to access my account as I need to change my plan. 

@Exasperated -

I see the original ticket back in June. Have you checked any Blocks/Filters & your Spam & Junk that may prevent the email being received. It’s being sent on our side.

What I’ve done is unlink your number from your account, as I see you use a Gmail email. Please try to re-register but instead of typing @gmail.com, use @googlemail.com. Thanks.

I did what you suggested and it seems to have worked. Thank you for your help. 

Glad that worked @Exasperated. Thanks.

Very frustrated - am told there is a “new app” but the app store says I’m on the current one. IDM wants me to re-register but whether I do that on the webpage or via the app I never receive the email so can’t progress. No, it is not in the spam folder.

​@deaton 

Are you using an iPhone and if so is it on iOS 15 or lower?

If you are then iDM phased out iOS 15 a day or so ago and this might explain why yours no longer works.

https://community.idmobile.co.uk/articles-and-competitions-45/update-for-customers-using-the-id-mobile-app-on-ios-15-79492

Browser wise, have to tried a different one?

No, I have the app on a Pixel 8. Also tried using a Windows PC to register on the webpage without success so not a device issue.

Sorry about that!😬

Just for info - you could check what app version yours is, as version 6.6.0 was released around Monday.

(though I’m not sure why you’ve had to re-register as I’ve not had to do this since version 6.3.0 or earlier - all I know is it was months ago)

Thanks for you time and help.

It looked like I had the latest app but i uninstalled and installed 6.6.0. Still no joy. I enter my details but no email arrives.

I see on the comment in the play store that there are numerous complaints that it just doesn’t work (in similar fashion to my issues).

I have not logged in via the app for a long time (if ever).

No problem at all. I wished I could have got it working for you, but not getting the email is something I can’t fix - the usual check in a spam etc doesn’t fix it if it isn’t being received either.

Not using the app for sometime (and if like me you don’t have the apps set to auto update) might have also put the app into deep sleep and therefore any auto updates wouldn’t have come through either. This might explain why an old app was sitting dormant until you opened it again and it prompted you to update it.

But regardless the online portal should have worked - I know iD are finicky about some browsers (I forget now which ones).

You need iD to work with you on this, you could wait for a staff member on here to pick this up or contact them via live chat https://www.idmobile.co.uk/live-chat

Their Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays. If you do decide the endure live chat it would be advisable, after filling out the required fields, to type talk to person to bypass their automated chat bot - this is a typing based format

edit. I do read those comments from time to time - I know there is an app support email address, maybe try that too?

Hello ​@deaton 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Nat