@Maxine63 - I’ve sent you a Private Message. Thanks.

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.