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New Contributor
Eleni123
New Contributor
October 17, 2026
Question

payment

Hi,

I'm struggling to make a one off payment either via app or via web although the pop ups are not blocked. This happens to all my devices chromebook and adroid phone. I just put my details and then nothing happens. I was trying previous month for almost a week when out of a sudden it went through. Currently the last week it happens again. The last hour I'm constantly trying but in avail. Has anyone else the same issue?I'm trying to figure out why this happens. It's only ID mobile I'm having issues with payments all other companies payments go through. It's very frustrating.

I have also tried after deleting the cookies

Thanks,

Eleni

    2 replies

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    October 18, 2026

    Hi ​@Eleni123,

     

    I'm sorry to hear you're having trouble making a payment.

     

    As you've already tried different devices, browsers, and clearing cookies, we'd recommend using our automated payment line instead.

     

    Please call 0333 003 0001 and follow the payment prompts. This will allow you to make a one-off payment without needing to use the app or website.

     

    Hopefully this helps get the payment through for you.


    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Eleni123Author
    New Contributor
    October 18, 2026

    Hi,

    Thank you for your reply but I think you are missing the point. My frustration stems from completely being unable to make payments via your app or website.I am confident this is an authentication or system setting issue on your end. I have tested this across multiple devices and different card types, yet nothing goes through. This is not the first time this has happened.

    Additionally, I have been locked out of my account previously with the system freezing on the login page. While the login function finally unblocked  after days of attempts, the core issue remains. Yesterday, the website prompted me to set a new password for a "new app." I tried using Google's strong password suggestions, but your system repeatedly rejected them, claiming they contained my name, surname or email which they did not.For a telecommunications company, having broken digital payment and login systems is completely unacceptable. I do not want to be told to call customer service especially from a phone line that is currently dead due to this payment issue. What I expect is for an IT technician to investigate this recurring bug and provide a proper explanation and fix.

    Thank you

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