Community Member

i’ve been logged out of my account for ages unable to download my eSIM again already tried to call about another subject as well because my data wasn’t working as it should be on my ID mobile plan.

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because I had to get a new phone in fact no I had to get my phone fixed. I lost my ID mobile number and eSIM and then try to re-download it but because I didn’t have that access to that number it was trying to send me verification messages to login but I couldn’t because I don’t have the number that’s why I’m trying to get back into the account to re-download my eSIM back onto this phone. Please help me and please also advise me why my data was not working as expected before as I’ve had to take out another phone plan we’re now I am paying for two yours and the other one

Gemma M

iD Mobile Employee

Hi @HMorna,

I’m sorry to hear about the difficulties you’ve experienced, especially as you've had to get your phone repaired, lost access to your eSIM, and now find yourself paying for another plan while trying to get everything back up and running.

As you no longer have access to the number needed for the verification texts, you'll need to contact our Live Chat team. They'll be able to complete alternative security checks, help you regain access to your account and assist with getting a replacement eSIM issued.

https://www.idmobile.co.uk/live-chat

In terms of the data issues you experienced previously and the fact that you're now paying for two plans, our Live Chat team will also be able to review both accounts and investigate what happened. They can check whether there was an issue with the original service and explain the charges on the additional plan.

Regards,

Gemma M
The iD Mobile Social Media Team

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