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outstanding payment not registering on account and all services blocked

  • November 21, 2024
  • 1 reply
  • 44 views

Jessstar
Community Member

HI all - am having a very frustrating time with ID mobile today - In the course of changing my direct debit account, an error clearly occurred which has resulted in an outstanding amount of £10 on my account. I’ve paid this and it is showing as cleared, yet all my services are still blocked. I can’t use the phone - every time I try to make a phone call it dials directly to the payment line and a recorded message tells me that I don’t have any outstanding payments. Yet I can’t use my phone! Has anyone had a similar situation and how can I resolve this? thanks

Best answer by Natalie W

Hi ​@Jessstar 

 

Welcome and thank you for posting to us here on the community.

 

We are very sorry to hear you have experienced issues with your direct debit and that following a recent payment, your services are still restricted. 

Depending on when the payment is made, it can take up to 24 hours for the services to automatically reinstate. Rebooting your handset may also help speed up the process.

 

If you reach out to the team on Live Chat, they may be able to confirm the payment and provide you with further details on when the service will resume. 

You can reach them here.

 

Thanks, 

 

Nat  

 

 

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  • iD Mobile Employee
  • 2119 replies
  • Answer
  • November 21, 2024

Hi ​@Jessstar 

 

Welcome and thank you for posting to us here on the community.

 

We are very sorry to hear you have experienced issues with your direct debit and that following a recent payment, your services are still restricted. 

Depending on when the payment is made, it can take up to 24 hours for the services to automatically reinstate. Rebooting your handset may also help speed up the process.

 

If you reach out to the team on Live Chat, they may be able to confirm the payment and provide you with further details on when the service will resume. 

You can reach them here.

 

Thanks, 

 

Nat