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Bills, Payments & Charges.

Got a question about your monthly bill, allowances and additional charges? Ask it here!

  • 868 Topics
  • 2,390 Replies
868 Topics
J
Community Member
JimmyevanssCommunity Member
posted in Bills, Payments & Charges.
Could you kindly provide me with proof of purchase documents for my ID Mobile device or contract? I require this urgently and would appreciate your assistance as soon as

Waiting for proof of purchase. Money has been taken but I haven’t received any further information.

50
J
Community Member
D
Community Member
DD1900Community Member
asked in Bills, Payments & Charges.
Not able to add son’s plan to my account.

I have just spent 15mins with the live chat bot, trying to talk to a human, your system isn’t fit for purpose as it keeps telling me to add a valid postcode even though I have . So I cannot get through to talk to someone.  I need to add my sons ID mobile account to my apps plans but every time I try I get an error.  my son is now on his way to France with the school and is being charged roaming charges, and I don’t understand why so need to ‘log in’ to his account to see what’s happening.  Please help. 

10
D
Community Member
Sammy J Dawes
Community Member
Sammy J DawesCommunity Member
asked in Bills, Payments & Charges.
phone calls about reducing my plan

Hi, I keep having phone calls about reducing my monthly plan. is there a trail of people try to contact me in regards to reducing my monthly payments? If so I do want to do this however, the people I have been talking to rush to ask for me email adress which makes me uncomfortable and not want to give out any details. if this is legit then I would like to reduce my monthly plan please.  many thanks  Sammy 

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Sammy J Dawes
Community Member
Paramjeet
Community Member
ParamjeetCommunity Member
posted in Bills, Payments & Charges.
i have unlimited minutes and text in my plan and yet i am nring nessaged to say my minutes have ran out. why this

My plan includes unlimited minutes and text and yet I am receiving messages to say I have ran out of minutes. Why?

01
Tyler C
iD Mobile Employee
Lisa Gwilt
New
 Contributor
Lisa GwiltNew
 Contributor
posted in Bills, Payments & Charges.
bill

My bill is payed but still saying emergency calls only why

53
A
iD Mobile Employee
S
New
 Contributor
Shanby29New
 Contributor
posted in Bills, Payments & Charges.
struggling to pay my bill this month

Can you please give me an extension for my bill for the next two weeks I am struggling at the moment due to living costs so I would much appreciate it if you could not terminate my line until two weeks from today and I will promise to pay thank you

803
A
iD Mobile Employee
C
New
 Contributor
cam101New
 Contributor
asked in Bills, Payments & Charges.
Chat log request

Please send a log of my most recent chat with Sisanda. 

11
A
iD Mobile Employee
Charlee1973
Community Member
Charlee1973Community Member
asked in Bills, Payments & Charges.
changing account holder name

For the last 10 years I have had an ID mobile account where my son is the user of the phone.  As he is now 20, I want to keep the account but would like it in his name and with his bank details. how do I do this?  I would rather not close account, but will do if need be.

01
A
iD Mobile Employee
Charlee1973
Community Member
Charlee1973Community Member
asked in Bills, Payments & Charges.
changing account holder name and bank details

For the last 10 years I have had an ID mobile account where my son is the user of the phone.  As he is now 20, I want to keep the account but would like it in his name and with his bank details. how do I do this?  I would rather not close account, but will do if need be.

31
N
iD Mobile Employee
Robert Spéth
New
 Contributor
Robert SpéthNew
 Contributor
asked in Bills, Payments & Charges.
payment not recognized,is it a scam?

Hello!I found out the amount I’m paying to ID Mobile Limited, is not recognizable! Started £19.99, now £23.77! I thought I’m paying off a mobile phone but it’s not! What is this payment? Can’t recognize! Help me, to contact someone who can tell me what is this payment!

185
A
iD Mobile Employee
K
Community Member
Kiers1993Community Member
asked in Bills, Payments & Charges.
payment holiday

Hi I need to apply for a payment holiday due to moving house. I haven’t had internet installed yet so have needed to buy data add ons. Can someone contact me to arrange this if possible. Thanks 

91
Siân W
iD Mobile Employee
S
New
 Contributor
SreneeNew
 Contributor
asked in Bills, Payments & Charges.
leave ID mobile

My one year mobile plan (SIM only) expires in 13 days.Can I leave ID mobile without any penalty? What will be my charges if I leave before 10 days of my plan expires.Will there be any termination charges if leave ID mobile, before the plan expires.I only have 13days left for completion of one year contract. 

234
Siân W
iD Mobile Employee
A
New
 Contributor
Aimee grossmanNew
 Contributor
posted in Bills, Payments & Charges.
took extra payment

Took extra Payne without permission

274
Siân W
iD Mobile Employee
D
New
 Contributor
dunkaistNew
 Contributor
asked in Bills, Payments & Charges.
ID Mobile always fails to direct debit from my Lloyds account. First it silently ignores its fail for several days and then blocks me. Same thing each month.

The same thing happens each month. First the app reports a successfull direct debit. I contact the live chat support and your agent confirms you have received the recent bill payment via direct debit. Then in a few days its status silently and magically changes to an error. Then IdmobilE blocks me and starts spamming with SMS and emails about some missing payment. It’s fun that your representative confirmed you got the money via direct debit several days ago. Okay, I contact the live chat again, your agent says I must pay the already paid bill with a card immediately. Then they verify my direct debit details and say the next month my direct debit will work like a charm. But the next month they fail again just like the month before. This happens again and again: they fail, they silently ignore their fail, they block me, they promise it will not happen again, it happens again. Useless support, terrible experience, business as usual🤑 So, in fact they are forcing me to pay my bills by car

11
Siân W
iD Mobile Employee
JosephSpendlove
New
 Contributor
JosephSpendloveNew
 Contributor
posted in Bills, Payments & Charges.
Daily Direct Debit SMS from ID mobile

Is anyone else having this same issue with their direct debit and daily spam text from id mobile?ID mobile stupidly cancelled my direct debit after it failed twice, so now it’s impossible to re set it up on the same account.this issue has been going on for months with no one being able to sort it out, the complaints team have now admitted its deadlock so I can now thankfully go to the communications ombudsman.the worst bit iis…A. My direct debit isn’t working so I’m having to pay manually every month (and getting charged extra for doing so)They send me a text EVERYDAY saying “Hi, we have reinstated your Direct Debit as requested by your bank. If you believe this was done by mistake, please contact your bank or our support team at idmobile.co.uk/contact-us” AND ITS DRIVING ME INSANE!!!id mobile “technical team” are saying it’s because the bank keep sending through new direct debit instructions everyday, so they have to send me that text and I need to contact them to stop the texts.the b

516
Siân W
iD Mobile Employee
J
New
 Contributor
JaanaPNew
 Contributor
asked in Bills, Payments & Charges.
Additional charge on bill

Hi!There is an additional charge for added extra 1GB of data on my bill. I never use all of my data and always have roll-over from previous month. I have not made adjustments to my plan either. Why is there an extra charge? Could this have been added accidentally to a wrong account? Please remove.Thanks!

143
A
iD Mobile Employee
E
Community Member
EmmaLouiseDornanCommunity Member
asked in Bills, Payments & Charges.
My bill has an extra charge of 12.00 this month, what is this for?

HiThere is an overcharge on my bill this month of about 12 pound, why has this been charged, there is no outstanding balance from previous months?ThanksEmma

122
Tom
iD Mobile Employee
S
New
 Contributor
Stevie661New
 Contributor
asked in Bills, Payments & Charges.
Direct debit set up as quarterly instead of monthly

I currently have 3 sim only accounts, my own, Wife's and daughters. For whatever reason the direct debit for my wife's account was cancelled at ID mobile end and ever since trying to set up a new direct debit it always is set up as a quarterly direct debit rather than monthly, something I have no control over. This has happened 3 times now and can someone contact me please to sort out? 

81
Tom
iD Mobile Employee
Chris Fordham
Community Member
Chris FordhamCommunity Member
asked in Bills, Payments & Charges.
changed bill date but money is still going out from previous date

Hi, I've changed my bill due out date to what suits me but my money is still going out on original date for some reason, why is this 

92
Tom
iD Mobile Employee
Lindsey Cuthbert
Community Member
Lindsey CuthbertCommunity Member
posted in Bills, Payments & Charges.
switch on services

Hey so I was behind on paying my bills as I lost my job .I get this for my sons phone. I paid twice last night so that should be it covered? When I rang him to check he said the 4g still wouldn’t work just wondering could u check it for me his number is +44 7427 861058

01
A
iD Mobile Employee
Damindaymohill
Community Member
DamindaymohillCommunity Member
asked in Bills, Payments & Charges.
Bill enquiry... iv been cut off even though iv paid

I pay my bill every month and last paid on 2/7/25 (just over a week ago) iv juat been cut off and shown on the app i owe 2 months bill even tgough iv paid. Iv also seen a payment showing as december 2025 which is in 5 months time? I cant call my doctors back as you have cut me off when i have paid my bill and next one is showing due on 29th july. I have messaged you on facebook messenger too

122
A
iD Mobile Employee
Katy Yates
Community Member
Katy YatesCommunity Member
posted in Bills, Payments & Charges.
bill

Bill enquiry  

41
Tyler C
iD Mobile Employee
L
New
 Contributor
LONTRANew
 Contributor
asked in Bills, Payments & Charges.
What is the minimum top up amount

Hello, new to ID. Before purchasing a SIM I looked for information on the minimum amount of credit it is possible to top up a PAYG SIM with. I found references on the internet to their being no minimum, but nothing on the help pages or in this community. Having now received my SIM and registered it to my account it seems like on the app and the website the minimum possible top up amount is £5. Is there a way to top up less, say £1? It would be handy to know as given the low cost of calls I’m not sure if I’ll get through £5 per year (one top up every 365 days is needed to keep the SIM alive). 

213
L
New
 Contributor
M
New
 Contributor
MartinSpence2025New
 Contributor
asked in Bills, Payments & Charges.
I have multiple phone contract

I have multiple phone contracts, 4 in total, but they each have my one email address. I can't seem to log in to see each of the bills, I can only see the first phone. Any ideas what I need to do to see the bills for each contract? Thanks Martin 

323
Tyler C
iD Mobile Employee
L
New
 Contributor
LornadouganNew
 Contributor
asked in Bills, Payments & Charges.
Complaint

I have had a complaint put in on my behalf via the live chat as I advised that I would be putting in a complaint about all the issues I've had since joining id mobile. The advisor then told me they had escalated my complaint and someone would be in touch. I said I didn't ask for a complaint to be put in on my behalf as I hadn't articulated my issues fully within the chat. I also did not ask the advisor to do so. I asked for a copy of the complaint so I was aware of the content when the complaints team called. I as told this couldn't happen as the complaint had been passed on. I expressed my concerns and advised it was not acceptable and that again I need the content of the complaint provided. After a few minutes and no replies the advisor left the chat. I have the transcript saved.  Around an hour later I received a phone call from the complaints team. I advised I wanted a copy of the complaint before I discussed anything and asked that this be emailed. I was told it would be escalated

221
Tom
iD Mobile Employee
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