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Question

unable to log into mobile app

  • September 30, 2025
  • 9 replies
  • 126 views

Hi 

I’m unable to log into the ID mobile app - it comes up with an error code failed to connect error on app 

please help thanks 

9 replies

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  • iD Mobile Employee
  • September 30, 2025

Hi ​@cosmokaty 

 

Thanks for getting in touch. 

Sorry to hear you are having issues with the app. 

Are you currently using a VPN?

 

Natalie 


  • Author
  • New Contributor
  • September 30, 2025

No I’ve not got it connected - I don’t understand as I’ve been able to access right up until mid September my ID app 


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • October 2, 2025

Hi there ​@cosmokaty, are you able to login to our website okay, just not the app?

 

Thanks,

Tyler


  • New Contributor
  • August 12, 2026

Turned off VPN still not working 


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  • iD Mobile Employee
  • August 13, 2026

Hi ​@Complaints.

 

Thanks for trying that. Could you please confirm whether you’re using your iD Mobile SIM with the VPN?

 

This will help us understand what may be causing the problem.

 

Thanks,

Marquerita

The iD Mobile Team


  • New Contributor
  • August 17, 2026

I have tried using it with VPN and with out it still getting error messages oops sorry try again and error code 500


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  • iD Mobile Employee
  • August 18, 2026

Hi ​@Complaints.

 

Thank you for your post.

 

Can you please uninstall the app and then reinstall it again.

 

Thanks,

Marquerita

The iD Mobile Team


  • New Contributor
  • August 18, 2026

Have uninstalled many times does not work.!!!?


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  • iD Mobile Employee
  • August 20, 2026

Hi ​@Complaints.

 

Thank you for the update.  I’m sorry to hear that uninstalling and reinstalling hasn’t resolved the issue.

 

To take this further, please could you contact us directly via https://www.idmobile.co.uk/live-chat so that it can be escalated to our technical team.

 

Thanks,

Marquerita

The iD Mobile Team