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Change Direct Debit details

  • 10 September 2018
  • 16 replies
  • 3378 views
D
I've been trying to change the details on my direct debit for a couple of days now. I recently changed bank accounts and wanted to change the account that the payments are taken from. Every time I try the app gives me 'Oops something went wrong, try again later' message. I thought I'd call them. They don't accept my PIN even though I'm 100% sure it's correct. So I thought I will change my PIN in app, easy right? Surprise, I can't because 'Oops, something went wrong!'. Still fighting so I thought, online chat is the answer! Alas, no agents there to help. I am sick and tired of being send to FAQs and help section as it doesn't cover my problem, yet it's impossible to contact ID Mobile. Please help.
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Best answer by Ryan 12 September 2018, 16:40

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16 replies

Ryan
Rank
Userlevel 6
Badge +10
Hi @Deith,

I'm sorry to see that you are having issues with changing your details. Have you tried the app again since?

If so and there is still an issue, please check for app updates and also restart your phone. Let us know how you get on.

Ryan
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K
Rank

im a new customer My old card runs out end of January tried to add new card details,  it said my new bank account doesn’t exist 

Mohammed
Rank
Userlevel 7
Badge +10

Hello @Kasabae,

Can you clarify, are you on a PAYG plan or a SIM-only/handset contract?

Double check the details entered and make sure it’s a UK Bank account registered to the account holder’s name.

 

Mohammed

 

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H
Rank

 

 

 

Will
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Userlevel 6
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Hi @Hb140692,

 

Your post appears blank. Anything we can help you with?

 

Will

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Dbone
Rank

I accidentally gave the wrong card details for my direct debit to come out how do I give you the right one 

Kash
Rank
Userlevel 7
Badge +7

Hi @Dbone,

Welcome to the Community!

You can change your direct debit details via your account or the app. 

Simply log in to your iD Mobile app or My Account and do the following:

Go to ‘Billing’. On the ‘Manage my Direct Debit’ panel, click ‘Manage my details’

 

Kash

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James Colledge
Rank
Userlevel 1

I too am unable to change the account that idmobile take the direct debit from. I have reloaded the app, turned my phone on and off and even tried on my lap top. All I get is the “oops something went wrong”. Getting fed up with this now and complete lack of customer support.

Tom
Rank
Userlevel 7
Badge +4

Hi @James Colledge 

 

Sorry to hear this, is this in the new iD Mobile app?

 

Have you tried clearing the cache and storage of the app in settings?

 

Tom

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James Colledge
Rank
Userlevel 1

Hi Tom,

Yes I have cleared the cache and storage of the app in settings. I have reloaded the app and also tried to change the direct debit details online.

I keep getting the same message “oops something went wrong”. I did get an email from yourselves that you were currently upgrading your system (ha ha ha ha ha ha ha) and that some customers were having difficulties. You said that my case would be prioritised and all would be well within 48 hours. That was 4 days ago. This really is appalling service from IDmobile.

B
Userlevel 1

I am having the same issue. 
 

I want to change from one account in my name to another in my name, at the same bank and it won’t let me 

Kash
Rank
Userlevel 7
Badge +7

@Benco,

Have you checked via the iD Mobile app and your account online?

Can you advise if you get the issue with both?

You can try and cancel your direct debit then add new details via your account.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
N
Rank

I'm also having the same issue. I did a current account transfer and ID Mobile are the only DD I have that don't have the details of my new account.

 

The thing is, if I'm willing to change banks and I recently moved to ID, then surely I'm just going to move away from ID.

 

Awful.

James Colledge
Rank
Userlevel 1

Still not able to change direct debit 

Awful service

P
Rank
Userlevel 1

I have been trying to do this for over a month and it will won't work. "Oops try again".

Can someone from ID please help. This is utterly appalling.

Bekka O'Neill
Rank

I’m having a similar issue not being able to update direct debit details now I’ve changed banks. Is it best to just cancel the current direct debit and then when no payment is received I’m sure someone from ID will actually help resolve it? Seems that’s the only way to get any actual support on this one

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