Hi ​@Danielka ,

I’m really sorry that this has caused you concern. I completely understand how worrying it is to see your credit score affected.
 

Regarding iD Mobile, if your app shows no outstanding invoices and you have an active Direct Debit, please try the following checks:

Log into the iD Mobile app → Go to Billing / Payment History and confirm January’s invoice status
Check your bank account to ensure the Direct Debit payment was successfully collected (sometimes a payment can fail or be reversed)
Look for any email, SMS, or letter notifications about failed or delayed payments
Restart the app or log in again as sometimes balances may update slowly
 

If your credit file shows an unpaid invoice but your account shows zero balance, let us know

Lamiya

Hi Lamiya,

Thank you for your advice. 
i did what you suggested just now and in the payment history for all the three numbers I have with you all the payments are successful.

in my credit score app it says that I’ve missed a payment of an invoice with a tofal of £12,00 and none of my invoices is in that amount. 
Can you please check what else can be the situation here? 
Thanks in advance

Daniela

Hi ​@Danielka. Have you perhaps taken out an additional contract, thinking that you are upgrading?

Alternatively, please reach out to live chat team directly via https://www.idmobile.co.uk/live-chat so that they can check this for you.

~Marquerita

Yes I’ve made an upgrade but that was paid too and it says successful payment. 
i have also canceled one number in November and the last invoice was in December which was paid and afterwards I deleted the number from my account.

i’ve been trying the live chat but it seems it doesn’t work.

Hi ​@Danielka 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Michael Z