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Finding out you might be a victim of fraud is stressful, but we are here to help. This guide explains the different types of fraud and exactly what you need to do next.
An iD contract has been set up in my name without my permission.
This happens when someone uses your personal details to open an iD Mobile account or buy a phone contract without your permission (Identity Theft).
What to do
Contact us immediately so we can block the account. You can:
- Call our Fraud Line on 0800 652 1928. Available 9am - 6pm, Monday to Sunday (Bank holiday hours may vary).
- Chat to our Live Chat team. Available 9am - 8pm (Mon-Fri) and 9am - 6pm (Weekends and Bank Holidays).
Please have the following ready:
- Your full name and contact details.
- Your Crime Reference Number (from the police).
- Details of the fraudulent activity.
What happens next?
Our Fraud Team will launch a full investigation, which can take up to 21 days to complete. We'll keep you in the loop and email you the outcome as soon as it's finished.
If we confirm the account is fraudulent, we'll take care of everything. We'll disconnect the account, clear any debt associated with it, and work with credit agencies like Equifax and Experian to correct your credit file. We will also blacklist the fraudulent device so it cannot be used on any network in the UK.
Someone has gained access to my iD Mobile account.
This happens when a fraudster gains control of your existing mobile number to intercept security codes (OTPs) from your bank or email provider. This is often called SIM Swap or PAC Fraud.
The Warning Signs
- Unexpected Texts: You receive a text about a PAC/STAC code or a replacement SIM that you didn't request.
- Loss of Signal: Your phone suddenly loses service and doesn't reconnect, even after a restart.
What to do
- Secure your banks: Contact your bank immediately to let them know your mobile number is compromised.
- Change passwords: Update the passwords for your email and online banking.
- Contact us: Call our Fraud Line on 0800 652 1928 (9am - 6pm, Mon-Sun) or chat to our Live Chat team straight away. We will bar your line to stop any further usage and secure your account.
Important: Never share your OTP.
You should never share a One-Time Passcode (OTP) with anyone. The only exception is if you are speaking to our customer service team via Live Chat or phone, and we have explicitly told you we are sending a code to confirm your identity.
If you receive a code unexpectedly—or if someone calls claiming to be us and asks for a code you just received—do not share it, even if they seem genuine.
What happens next?
Once you report this to us, we will take immediate action to secure your account. We'll bar the line to prevent any further unauthorised use and add extra security layers to your account.
If your number was transferred away, we will work to get it back to iD Mobile. Finally, we'll send you a new, secure SIM card to get you back online safely.
