Is this a difficult one? Any ideas? Thanks so much!

You haven’t provided any useful information that would help us to help you. 🤷🏻‍♂️

Oh, thanks, WelshPaul. Sorry for the lack of clarity, but I don’t know if I have failed to provide something you need or whether I have just written it poorly.

My issue is simply that the “Bills” link that is supposed to show after logging in (according to that guide I linked to in my initial post) doesn’t show after logging in, so I can’t get to the bills page the way it tells me to.

I have clicked on every feasible link I could find to try and navigate to it another way, but come up empty-handed.

Are there more details you need?

Thanks!

Let’s start with what do you see when you login? Maybe post a screenshot but make sure you censor any personal information.

Hi ​@neiljf, thanks for getting in touch and for explaining what you’ve already tried. I appreciate how frustrating this must be when you just want to view your bills online.

Firstly, could you please check your spam or junk email folder, just in case the bills are being filtered there?

Thanks, both of you!

I’ve checked spam folder back to 31/12/2025. All earlier emails in that folder were auto-deleted. I could find nothing from IDMobile there.

I’ve attached a screenshot of what I see after logging in. I see no “Bills” link as per the guide. You’ll see I have no “Plan”, but I do still need to see my bills, because I use credit for all usage.

You have a pay go account. You do not get any bills as far as I am aware.

Thank you!

ID Mobile is legally required to provide me with some sort of documentation - at least on request. So if it’s not provided automatically, please can anyone tell me where/how I can request it every month?

The terms and conditions:

• 4.10 By default, billing is provided through your iD Mobile online account at my.idmobile.co.uk/ and in the iD Mobile app. If you would prefer to receive your bill in a paper format (for which we may charge you in accordance with the List of Charges) please visit iD Mobile website for methods of contact – www.idmobile.co.uk/contactus and we will arrange this for you.

So follow the instructions and contact iD Mobile using the link provided in the terms and conditions. iD Mobile will arrange this for you, although it will almost certainly be at your own expense.

Hi ​@neiljf 

What ​@WelshPaul advised is correct and the cost of the paper bill is £2.50. You can certainly reach out to us if you need assistance in getting a paper bill.

-Michael

Thanks for all this.

The solution to the technical problem I’m having shouldn’t involve me paying £2.50 to receive my bills! If it’s going to cost me that to get them on paper, then ID Mobile must provide me with documentation electronically.

Legally, ID Mobile is required to provide documentary evidence of the services I have paid for at no cost to me.

Please could someone suggest another solution?

Thanks!

Neil

No, that won’t happen. There’s no technical issue; pay-as-you-go users don’t receive bills. This isn’t unique to iD Mobile; all UK networks offering pay-as-you-go services don’t provide monthly bills. However, they do provide limited usage data via an app or website.

That’s fine, but then ID Mobile will need to provide me with documentation some other way - and at no cost to me. That’s simply a legal requirement that they must fulfil. Could you recommend how I should get in touch with them directly about this?

Thank you very much for your help, WelshPaul!

Live Chat:

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

Great, thank you for your help and patience, WelshPaul!