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Can't Top up via website, app or any other ways.

2 years ago
November 13, 2022
31 replies
3635 views

Annie608
Community Member

It's been a month since I’ve tried to top up credit on my iD mobile app and on the website, however I repeatedly receive the message “Oops, looks like something's gone wrong. Please try again.” whenever I try to enter my card details or even click the top up button.

I have 0 credit left and need to urgently top up. Rubbish company & service. The automated 7777 customer service number provides no option to actually pay/top-up which would have solved app or website technical issues, as many other mobile network companies like O2 offer.

Highly frustrating and drives customers away from iD mobile, please fix this issue urgently.

Best answer by Sijohn911

Hi, I have exactly the same problem! Despite adding ID Mobile to my bank’s list of approved payments, I still can’t top up! I’ve now had eight live chats, four telephone calls with the tech team and visited my local Currys store, reinstalled the app, reset my router, cleared cookies and cache and still the problem persists. I’d love to know how this can be resolved before my credit runs out and I have to switch providers.

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Ags
Community Member
0 replies
2 years ago
April 5, 2023

@Tom please can you help?

Mohammed
iD Mobile Employee
7962 replies
2 years ago
April 7, 2023

Hey @Ags and @Barker522

When you log into your iD account, make sure to update your details first with an address and name.

By default, the PAYG accounts are set up as Anonymous.

Banks have changed 3DS2 checks so now billing details are checked on top-ups so this will likely be the issue.

Once you’ve updated your details to match the billing details it should let you top up.

Mohammed

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Alex Gmark
Active Contributor
5 replies
2 years ago
June 15, 2023

[deleted very angry message]

Refer 2 posts below for solution (you have to update your account address in app using the postcode address selector)

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Ags
Community Member
0 replies
2 years ago
June 15, 2023

Try updating your profile with all your details (set up as anonymous by default). Worked for me. It doesn’t seem very logical that this should work but it did.

Alex Gmark
Active Contributor
5 replies
2 years ago
June 15, 2023

Ags wrote:

Try updating your profile with all your details (set up as anonymous by default). Worked for me. It doesn’t seem very logical that this should work but it did.

Literally just got it working like that!! Was coming back to post. Thanks buddy.

The trick was using the "address selector" function, instead of inputting it manually.