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Lost Phone, Forgotten Password


klrobson
Community Member
I have lost my phone and would like to log into my account to order a new sim card, but to change my password I need a code which is sent to my phone. How can I change my password without my phone?

Best answer by Mohammed

Hey @klrobson,

Sorry to hear you've lost your handset and facing issues getting into your account.

I've PM'ed you with how to get this resolved can you check this?

We'll need to assist you from our end to retrieve the code being sent to you and arrange for a replacement SIM to be sent to you.

Mohammed

EDIT: I've moved your topic to the App and My Account section of our community as it's more relevant here.
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29 replies

Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • Answer
  • August 3, 2018
Hey @klrobson,

Sorry to hear you've lost your handset and facing issues getting into your account.

I've PM'ed you with how to get this resolved can you check this?

We'll need to assist you from our end to retrieve the code being sent to you and arrange for a replacement SIM to be sent to you.

Mohammed

EDIT: I've moved your topic to the App and My Account section of our community as it's more relevant here.

Gibson97
Community Member
  • Community Member
  • 0 replies
  • August 6, 2018
I have same problem I lost my phone and I don’t remember my user name and password please help

Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • August 7, 2018
Gibson97 wrote:
I have same problem I lost my phone and I don’t remember my user name and password please help


I've also PM'ed you regarding this @Gibson97

Take a look when you get a chance!

Mohammed

Alison
Community Member
  • Community Member
  • 0 replies
  • August 22, 2018
Hi, I've got the same problem. Lost phone and can't remember log in details! ID mobile now closed. Can you help?

Alison x

Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • August 27, 2018
Alison wrote:
Hi, I've got the same problem. Lost phone and can't remember log in details! ID mobile now closed. Can you help?

Alison x


Hey @Alison,

I've also PM'ed you with how we can get this resolved for you.

Mohammed

oscar_ware
Community Member
  • Community Member
  • 0 replies
  • September 5, 2018
Hello, I also have the same problem. No phone and forgotten password - can someone help me out?

Cheers

Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • September 6, 2018
oscar_ware wrote:
Hello, I also have the same problem. No phone and forgotten password - can someone help me out?

Cheers


Hello @oscar_ware,

I've also issued a PM to you with how we can solve this.

Could you take a look at this?
Mohammed

  • Community Member
  • 0 replies
  • January 26, 2020

Dear ID, I've lost my mobile phone and sim, and would like to cancel the contract but i have forgotten my login details. Can someone help me?


Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • January 27, 2020
morel001 wrote:

Dear ID, I've lost my mobile phone and sim, and would like to cancel the contract but i have forgotten my login details. Can someone help me?

 

Hello @morel001,

 

We don’t have access to your account from here so you will need to email to allow us to pick this up.

 

Mohammed


  • Community Member
  • 0 replies
  • March 9, 2020

Hi I am also having the same issue, trying to log in to upgrade but have forgotten my password and my current phone is broken and can't be used


Kevin M
iD Mobile Employee
  • iD Mobile Employee
  • 2535 replies
  • March 9, 2020

Hi @Lboyland 

We would advise any person in that situation to contact us through the following:

If you do that, then the staff you speak to through any of those options will be able to tell you the code generated (when you request a password reset).  Allowing you to go ahead and set up a new password.

 


Ticktock
Community Member
  • Community Member
  • 0 replies
  • April 14, 2020

What does pmed you mean?


  • iD Mobile Employee
  • 1428 replies
  • April 16, 2020

Hi @Ticktock 

It means privately messaged you.

Thanks

Pearl


  • Community Member
  • 0 replies
  • April 26, 2020

I have also lost my phone and my log in details.

 

I have 2 numbers but for some reason i have different log in details for each number.

 

How do i log in without having my phone?

I also want to cancel as i can’t find the phone.

Thanks


  • iD Mobile Employee
  • 1139 replies
  • April 28, 2020

Hi @cruss5 

Sorry to hear this. 

I have sent you a private message with more details. 

 

Regards

Aklima


  • Community Member
  • 0 replies
  • April 28, 2020

I have tried numerous times but never anybody available.

It keeps directing me to here


  • iD Mobile Employee
  • 1428 replies
  • April 28, 2020

Hi @cruss5 

Welcome to the iD Community.

I’ve sent you a direct message with further information.

Pearl


Lukas Kemp
Community Member
  • Community Member
  • 0 replies
  • December 11, 2021

I’m having the same problem. I lost my phone and I don’t remember my password (I think I remember my username, but also am not sure that I remember my customer service PIN). Please help me.


Ryan
iD Mobile Employee
  • iD Mobile Employee
  • 4570 replies
  • December 12, 2021

Hi @Lukas Kemp,

In order for you to access your account as quickly as possible, you can contact our Live Chat Team here. They will ask some questions to verify your identity. Once done, they can offer you the security code in real-time to reset your password and then they will issue you a replacement SIM card.

We can send you a replacement SIM card if you prefer to use the SIM card inside another phone to retrieve the security code yourself. Please let us know and we can issue you with a replacement SIM card.

Ryan 


Scott Williams 7
Community Member

I have had the same problem, i can’t get the verificaiton code from the live chat and thereforth have no way to access my account and request a new sim card.


Kash
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • 7617 replies
  • February 28, 2023

Hi @Scott Williams 7,

Welcome to the Community!

Have you managed to get a new SIM, if so has it resolved the issue?

If you still require assistance, let us know here and we will help with this via PM.

 

Kash


Hi, similar situation here I’ve lost my phone and can’t access my ID account as I can’t retrieve the code 


Tom
iD Mobile Employee
Forum|alt.badge.img+25
  • iD Mobile Employee
  • 7579 replies
  • March 24, 2023

Hi @Eleanor Taylor 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

 

We’ll see you there. 

 

Tom


Dave Mitchell
Community Member

I have this problem, not got phone, forgotten password, need a new SIM with the same number but can’t received security code to log in as I have no phone

Requested reset link to email address twice but nothing has arrived


Jordan Ebanks
Community Member
klrobson wrote:

I have lost my phone and would like to log into my account to order a new sim card, but to change my password I need a code which is sent to my phone. How can I change my password without my phone?

I'm having this issue right now too, I've lost my phone and cant get access to my ID account die to me forgetting my passwrod and no number to get the code for reset it. Can anyone help please?