the PDF bills accessible through the id app on my iphone 14 ( using the latest ios 17.0.3) are full of unrecognisable characters, rendering the bill useless. I can get them if I log onto my account using my laptop, but not via the app. what is going on?
Best answer by Nikhil P
View originalThank you. I finally figured how to do it, I have to open the corrupt version then go through a viewer and it’s fine. Glad it’s resolved for the future 👍👍
+3
Hi everyone,
We're sorry you're experiencing issues viewing your bills on iOS and Mac.
I'm happy to say that we've got a change going in next week (planned for Tuesday, the 5th of March), which will fix the issue for all future bills. The change is not related to the iD Mobile app; it's specific to bill generation. The iD Mobile app just provides access to the bill files.
The problem has been caused by how Apple's latest PDF viewer handles fonts. Fonts were handled correctly up until a recent update. We’ve had a ticket open with Apple, but are yet to get a confirmation of a fix.
As mentioned in this thread, the workaround is to use an alternative PDF viewer. For example, Adobe Acrobat or even Google Chrome. These render the bills correctly. We recognise this isn’t ideal and very much look forward to the issue being resolved!
Thanks
Kieran
Not sure, the bit I find really annoying and unfair is ID Mobile saying it’s not our problems its an apple issue which if that was the case I would have the same issue with all my PDF’s i download from various places and I don’t I only get this with ID Mobile
+9
Perhaps there’s a bug in the iD app?
What happens if you use Safari and login to your iD account from your iPhone - is the PDF bill readable?
I’ve got unreadable bills on IOS and Macos. However I found a work-around, on the Mac open the PDF bill in Word - you can read it OK then.
Hi All
It’s obvious that no one at ID Mobile is taking ownership of this issue and are basically going to ignore us and pass the buck.
I will try at the weekend to make time to email Alex Baldock (curry’s CEO) with regards to this and the poor excuses we are getting (if I don’t get time this week as i do have a lot on this weekend I will be able to the following weekend) and if that doesn't work I will personally make sure that I attend the next Currys shareholder meeting and bring this up then (as a shareholder I have the right to attend them so they can’t ignore us forever).
At the end of the day this level of poor service and ownership is going to make people leave ID Mobile after their contract period ends and give ID Mobile a poor reputation which is stupid when all they have to do is sort out the issue and its not a difficult issue either the rendering type is no longer supported by apple or the software is not rendering correctly for it to universally read as a PDF.
Both as a customer and shareholder I have vested interest in this getting solved as quickly as possible.
Wayne
So apparently this is a known issue. If you have landed on this page because you’re having the same issue here’s ID’s response:
Hi,
The team have advised that using a Apple device with iOS 17 and above may have these PDF reading issues.
We'd recommend finding a PDF viewer in the App Store or using a non-Apple device to read bills.
It happens on ipad ios 17.02 iphone ios 17.2.1 and on my mac 14.2.1
and if it was an issue with the apple iOS it would be an issue with all PDF’s not just the ID Mobile ones
+9
Hi everyone,
We're sorry you're experiencing issues viewing your bills on iOS and Mac.
I'm happy to say that we've got a change going in next week (planned for Tuesday, the 5th of March), which will fix the issue for all future bills. The change is not related to the iD Mobile app; it's specific to bill generation. The iD Mobile app just provides access to the bill files.
The problem has been caused by how Apple's latest PDF viewer handles fonts. Fonts were handled correctly up until a recent update. We’ve had a ticket open with Apple, but are yet to get a confirmation of a fix.
As mentioned in this thread, the workaround is to use an alternative PDF viewer. For example, Adobe Acrobat or even Google Chrome. These render the bills correctly. We recognise this isn’t ideal and very much look forward to the issue being resolved!
Thanks
Kieran
Will this mean we can read old bills, if not how do I view them? I don’t understand when people say view in word or with another viewer as I don’t seem to see any option to do this.
I think only the most recent 12-months bills are available online,
Find a PDF viewer in the Google Play Store or Apple App Store, then install PDF viewer of your choice, on your device.
Afterwards, download your iD bill and open it in the PDF viewer app - bill should be legible.
+7
Hi
Thanks for making others aware of the issue.
We hope that you have been able to view your bill via a different app or device.
Kash
I have just joined and can confirm that I see the problem as well. The iDMobile app renders the bill as gibberish and when downloading on my Mac I have the same problems. The phone is running IOS 17.3 and the Mac is Sonoma 14.3.1 - both the latest releases. I see the following when trying to view on either device:
So this is still a problem and I can’t view my bills. This is the first time I’ve ever had an issue with viewing any PDF on my Mac/Phone. What can I do to view these bills? Also, viewing on a non-apple device is a non-starter as I only have a Mac and an iPhone.
+6
The PDF document is probably missing important information about font character mapping. This would be an iD Mobile issue because this only happens when the document is produced incorrectly.
On your sugestion I logged in to my account in safari on the iphone. Looked for my bills, and exactly the same gobbledegook.
I have not come across this with any other document on the iphone.
here is a screen shot
+9
I wonder if there’s an iOS bug in the PDF reader.
If the file is okay when viewed on your laptop in Chrome/Edge/Firefox, maybe Apple have goofed.
Does the file render okay in Adobe Acrobat Reader?
I assume this is free to use for reading PDF files, and is available from the app store.
+7
Hi
Welcome to the Community!
Can I check that you are trying to view the bill through a PDF viewer?
It may be worth trying a non-Apple device if you still have issues.
Kash
+3
Hi All,
This issue has now been resolved.
All future bills will now appear in the correct format.
If you would like to view any previous PDF bills in the correct format, you can do so using Adobe Acrobat Reader.
Appolgies for the inconvenience caused.
Thanks,
Nikhil
yes I have dowloaded Acrobat and tested. The pdf bill renders perfectly in Adobe on my phone, so presumably there is an issue with the ID app.
+9
Okay
FYI, Android version also has an issue with bills - problem with access to local storage on the phone (linked to the security enhancements introduced in Android 13).
I’ve never trusted the iD app, after trying briefly. I stick to the online portal https://my.idmobile.co.uk.
+7
Hi
We hope that you are able to access your bills now.
The thread below may help answer your query as the team have now confirmed it as resolved.
Kash
I’m having the same issue using both the App and the website.
+9
Hi
Please let us know if you have any issues with bills from your account on the website.
Kash
... I can get them if I log onto my account using my laptop, but not via the app. what is going on?
Hey
Kind regards,
Tyler
I hav the same issue aswell. They need to update the app asap, cuz all my pdf bills from 7 months ago are encrypted
It is not resolved, it’s still happening. And ONLY on the iD mobile app and website. My devices render every other pdf perfectly on every other website or app. It’s beyond a joke now. You’re supposed to be a tech company yet you can’t render a pdf properly??? Wtf?
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