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Community Member
Gerbert soto
Community Member
Nov 4, 2026 12:46 PM UTC

My £20 PAYG top-up was taken but my monthly plan has not activated

On 2 November, I topped up my PAYG account with £20 to renew my monthly plan. However, the money has disappeared from my balance, and my plan has not been activated. My account now shows that I have no active plan and I have completely lost network service.

I have restarted my phone several times and refreshed the iD Mobile app, but nothing has changed.

Could someone please investigate where my £20 has gone, activate my plan and restore my service? I would appreciate an urgent solution as I currently have no mobile service.

    1 reply

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Nov 6, 2026 5:34 PM UTC

    Hi ​@Gerbert soto,

     

    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 

     

    We'll speak to you there.

     

    Thanks,

     

    Gemma M

    The iD Mobile Social Media Team

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