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
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
Hello
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
Hi
Your post appears blank. Anything we can help you with?
Will
I accidentally gave the wrong card details for my direct debit to come out how do I give you the right one
Hi
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
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.
Hi
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
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.
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
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'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.
Still not able to change direct debit
Awful service
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.
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
Same here, trying to change for more then 2 weeks through the app & website. Cancelled the direct debit on bank side already.
Hopefully won’t affect credit score, that they can’t take payment.
nothing…absolutely rubbish support / service
Hey there
Our teams are working on improving the app/website at the moment, and some issues are still occurring I’m afraid. We hope they’re resolved shortly.
In the mean-time, please ensure that your bank billing details match exact the same to the iD Mobile personal details you have on your account. Please also try specifically via this link below;
https://my.idmobile.co.uk/login
If that still doesn’t work, and as a one-off whilst we work on resolving this, please call our vulnerable customers phone-line on 0800 049 2376, who should be able to take payment/change direct debit details over the phone, whilst we work on resolving this issue.
Thank you all for your continued patience.
Kind regards,
Tyler
I’ve had enough too, early this month I went on the app to change the DD details no errors ,14 days later still no new direct debit, changed it again in case the the first one didn't actual work guess still no DD.
Try to pay manual online guess what had a error, had to use the automatic phone line been charged not sure if it actual worked since can’t see it under payment history.
You got to wonder how crap ID mobile backend billing system must be when It can’t even handle a DD change , for the fun of it I changed the bank account for the DD on my O2 account next day it was showing on the next bank account.
Going to rise a complaint tomorrow hopefully that fix it.
I also can’t change my DD details. Have tried on old phone, new phone and laptop - all say Oops
Hi
We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.
To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.
Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview
We’ll see you there.
Kash
Having the same problem as everyone else.....in a way it's good that it's not just me. But that's bad as why is it still unresolved after this long?!
Having the same problem as everyone else.....in a way it's good that it's not just me. But that's bad as why is it still unresolved after this long?!
now you know how we can pay £6 a month…
having the same problem, can’t change the DD details.
Hey there
Our teams are working on improving the app/website at the moment, and some issues are still occurring I’m afraid. We hope they’re resolved shortly.
In the mean-time, please ensure that your bank billing details match exact the same to the iD Mobile personal details you have on your account. Please also try specifically via this link below;
https://my.idmobile.co.uk/login
If that still doesn’t work, and as a one-off whilst we work on resolving this, please call our vulnerable customers phone-line on 0800 049 2376, who should be able to take payment/change direct debit details over the phone, whilst we work on resolving this issue.
Thank you all for your continued patience.
Kind regards,
Tyler
This still hasn’t been fixed! Why is something so simple so difficult? Why have the option in the app if it doesn’t work? Tried online also, same problem as everyone else. I just want to change account number for my DD not the bank, I’m starting to regret moving to ID, never had any problems with GiffGaff.
Hi
The team are aware of these ongoing issues and working on a fix.
Have you called the team on 0800 049 2376 who as mentioned above may be able to assist with changing details?
Tom
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