Hi ​@timchristie 

Thanks for getting in touch.

If you're seeing charges for text messages despite having unlimited texts included in your plan, we'll need to look into this further.

There are some instances where charges can apply outside of your allowance, such as:

• Premium-rate text messages
• Charity donations made via text
• International text messages
• Service or shortcode messages that aren't covered by your allowance

To investigate the charges, we'll need to access your account. Please send us a private message via our socials ( Facebook or Instagram).

Thank you,

Zandile M

The iD Mobile Team 

Hi ​@timchristie 

Are you trying to send an MMS (containing pictures, photos, GIFs, videos or sound clips.) or shortcode text and not SMS??
You will be charged to send an MMS or shortcode text:-
https://www.idmobile.co.uk/help-and-advice/call-charges

If you wish to send MMS/shortcode messages then you need to ensure that your bill cap is set higher than your monthly plan £ to cover them.
If you were able to send these messages previously then you may have hit your cap limit and now they won’t be sent until it is increased to cover the cost.

Here are 2 help pages with regards to Bill Capping:-
https://www.idmobile.co.uk/help-and-advice/capping

https://www.idmobile.co.uk/help-and-support/billing/bill-capping

If you wish to send ‘free’ MMS text messages then you need to use an app e.g. Whatsapp.

If you wish to discuss this further then your best option is to contact an advisor via Live Chat to do so (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

 https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
 

You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)  

iD Mobile social media accounts:-

• Instagram: @idmobileuk
• Facebook: idmobileuk
• X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.

Good luck x

Hi ​@timchristie.

Thanks for your post.

Following up on the previous explanation, if you were charged for a text, it’s likely because the message was sent as an MMS (which includes pictures, photos, GIFs, videos, or sound clips) or a shortcode text, rather than a standard SMS.

These types of messages are charged separately, even if your plan includes unlimited texts.

Thanks,

Marquerita

The iD Mobile Team