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Community Member
September 12, 2026
Question

top up failed

  • September 12, 2026
  • 1 reply
  • 4 views

I topped up my path sim. The money has been debited from my account but my app says I have no active plan how can I solve this problem?

    1 reply

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    September 15, 2026

    Hi ​@Njd,

     

    I'm sorry to hear about the trouble you're having.

     

    If you've topped up your service and the payment has been taken from your account, but the app is still showing "No active plan", we'll need to take a look at the account to see what's happened.

     

    We'd recommend contacting our Customer Service Team via Live Chat so they can investigate this for you: https://www.idmobile.co.uk/live-chat

     

    They'll be able to check the payment, confirm whether the top-up has been applied correctly, and advise on the next steps.

     

    Regards,

     

    Gemma M
    The iD Mobile Social Media Team

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