New Contributor

Question

i have an existing account with ID, i just got a new cheaper deal with ID but it looks like im still being charged for both contracts, how do i close my old contract

6 replies
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Owethu M

iD Mobile Employee

Hi @Judy D,

Thanks for getting in touch I’m sorry for the confusion here, I appreciate it’s frustrating seeing charges for what feels like two contracts.

📌 What’s happening here

If you’ve taken a new, cheaper SIM only deal with iD Mobile, that is treated as a separate contract, even though it’s under the same account. Your old contract doesn’t automatically cancel, which is why you’re still being billed for both.

🔄 Important clarification

iD Mobile does not support internal contract switching or moving a number between contracts.

That means:

You can’t transfer your old number onto the new cheaper plan
The old contract stays active until it’s cancelled or reaches its end date

If you want to keep the old number, the only option is to upgrade that original contract, not move it across.

📱 How to cancel your old contract (if out of minimum term)

You can check and manage this via the iD Mobile app:

Open the iD Mobile app
Go to Account / My Plan & Contract
Select the old contract/number
Check contract end date and cancellation options
If eligible, follow the steps to give notice or cancel

💬 If you need help doing this

You can also speak to our team directly so they can:

Confirm which line is your old contract
Check if early termination charges apply
Help you close the correct plan

👉 https://www.idmobile.co.uk/live-chat

Owethu

J

Judy DAuthor

New Contributor

Thanks for above, I feel it was all misleading- nothing AT ALL that I saw stated I couldn’t do this between idmobile contracts, plus it implied I could easily keep my number.

i want to keep my number so I will need to cancel this new contract- how do I do this?

J

Judy DAuthor

New Contributor

How do I rectify this? I want to keep my old number so will need to cancel the new contract. How do I do this without getting a penalty?

Anneline M

iD Mobile Employee

Hi @Judy D,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

-Anneline

B

Babycakes

New Contributor

Hi I was wondering if someone can help me I already have a contract phone with ID mobile and I applied for another one I’ve been excepted it came today I had to ring ID mobile to give them the PAC code and the lady I spoke to said she could send a sim with the number on didn’t tell me anything else asked my name, email and address then I received an email to say order cancelled security checks didn’t meet but I know they did so im a little confused to what’s going on I tried phoning them back and their lines are shut can anyone help please thank you

Gemma M

iD Mobile Employee

Hi @Babycakes,

I'm sorry for the confusion this has caused, especially after receiving the phone and then getting an email about an order being cancelled.

If you've received confirmation that an order has failed our internal security checks, unfortunately this isn't something we're able to override or change from the Community.

Security checks are separate from a standard credit check, so passing a credit check doesn't necessarily mean that every internal security check will also be successful.

As you already have the handset and there appears to be some uncertainty around which order has been cancelled, we'd recommend contacting our Customer Service Team via Live Chat so they can check exactly what's happened: https://www.idmobile.co.uk/live-chat

They'll be able to confirm which order has been cancelled and advise on the next steps.

Regards,

Gemma M
The iD Mobile Social Media Team

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