Skip to main content
Community Member
Njd
Community Member
September 12, 2026
Question

top up failed

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
    Gemma M
    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

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

    Not the answer you were looking for?


    Create a new topic and ask a question to the iD Community.


    Create a topic
    Perk up! Enjoy epic discounts, offers and savings from big-name brands, with the all-new iD Perks.
    Terms & ConditionsAccessibility statement