Hi ​@ljmack00,

We are sorry to hear you have failed the internal security check. We use a sales system that takes the personal information you've supplied and cross-checks it against criteria set by our Fraud and Loss Prevention team. This Internal Security Check is used to help protect ourselves and our customers against potential loss or fraud. Should your details flag up as being not accepted against any of these criteria, the order is cancelled and cannot be continued. The system does not tell us what criteria have been flagged against the security check which means we're unable to provide any detail to you as to the reason for this.

In addition, our Fraud and Loss Prevention team would be unable to advise what criteria are checked and what has been failed against. Doing so could enable a potential fraudster to bypass these protection systems on future orders, enabling significant loss to be carried out against us or our customers. On this occasion, as the internal security check hasn't passed, we've been unable to proceed with your application, resulting in the cancellation of your order. I'd advise against trying to reorder within the next 30 days, as it is possible the internal security check will fail again within this time frame.

Regards,

Gemma M

The iD Mobile Social Media Team

To be honest that is actually not a good business case nor logic. So if a customer has been with you for 3 years, paid each time, I have added another line paid all each month. You still run security checks and say not a ’good’ customer as the way you have phrased above, so the should say on Profile no additional line can be added. Really does not make sense. Should never have moved from EE as wanted to move my other 3 contracts across, but now will not be renewing here. 

Yes, baffled too at the Fraud and Loss Prevention teams decision to decline 3 of 5 applications. Was going to port over from EE too as very pleased with the local ID signal. Hey-Ho

Hi ​@isabellaam.

Thank you for sharing. I’m sorry to hear that some of your applications were declined. I can see how disappointing that must be, especially when you were hoping to move your number over to us.

When an application is declined, it can sometimes be down to a mismatch in the details provided, such as a name, date of birth or address that doesn’t match the records held by the credit reference agencies. Even a small difference, like a different spelling or an old address, can cause this.

To help avoid this in future, please make sure the details you provide match exactly what Equifax has on file for you.

Thanks,

Marquerita

The iD Mobile Team