If an iD contract has been set up in your name without your permission, or your number has been switched to another network without your permission, you need to tell us straight away.
An iD contract has been set up in my name without my permission.
If someone you don’t know has accessed your iD Mobile account, or if an iD Mobile contract has been set up in your name without your permission, you need to tell us straight away.
Please note: Before contacting us, you must obtain a Crime Reference Number. You can do this by reporting the incident to Action Fraud - the UK’s national fraud reporting centre. Visit the Action Fraud website or give them a call on 0300 123 2040 and note down the number they give you.
Our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays. You can access Live Chat here: www.idmobile.co.uk/live-chat.
What happens next?
- We have a dedicated Fraud Team who will review the information provided and investigate the incident.
- The investigation can take up to 21 days. Once it’s complete, the Fraud Team will contact you via email.
- If the account is confirmed as fraudulent, our Fraud Team will email you to tell you about any actions they’ve taken.
My number has been switched to another network without my permission.
If a PAC or STAC has been requested or used to switch your number to another network without your permission, let us know us straight away.Our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays. You can access Live Chat here: www.idmobile.co.uk/live-chat.
What happens next?
- In some rare cases, we can’t cancel the switch before your number switches to another network.
- If we can't cancel the switch, we’ll arrange to get your number back and will let you know when this is complete.
- Once confirmed as fraud, we’ll provide you with a new SIM and get you reconnected on iD Mobile.