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Failed internal security checks


Both my wife and I have idMobile accounts. We actually like the service so much that we want to get extra sims for our children.

Two days ago i ordered a sim and entered all the correct details. A couple of hours later I got email to say that the order had been cancelled as i had failed the security checks.

I called into CPW on the way home from work and the assistant did his best but was unable to solve the problem. I phoned 7777 and TBH was useless. Trien online chat and was told to phone 0800 sales number. The person who answered was better but the only suggestion was to call Experian to see if there was anything on mu credit file. So i signed up to see my credit report and have a perfect 999 out of 999!

Ok i thought let's see if my wife can order one so went through the order process carefully making sure everything was ok. Today she got the same email to say failed security check.

What is going on?
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Best answer by Mohammed 27 May 2019, 12:20

Hello @sraper,

Sorry to hear that. We wouldn't expect your credit report to be of an issue here for a failed security check. As it's been clarified above what may have caused this.

We apologise for any inconvenience that may have been caused!

Mohammed
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10 replies

Userlevel 7
Badge +6
Hi @sraper

How long do you have your current contract? In order to apply for additional SIM with your details you need to successfully pay 6 bills first. All customer are allowed 2 SIM cards per holder so you can apply only for one additional SIM each. Bare in mind that when you will be able to apply you will need to create separate accounts with separate email addresses for your children.

Kind Regards
Thanks for the information. Good to know. i have only had mine for three months but the wife has had hers for nearly a year and was still refused.
Userlevel 7
Badge +6
Did she applied for one or two plans at the same time? Did you guys check her credit status as well or just yours?
Userlevel 4
Badge +6
Hi there @sraper and welcome to the iD Mobile Community here.

First and foremost, we're terribly sorry for the ordeal you've had with trying to get more iD Mobile into your home.

@Hikari is correct with the fact that you would generally need to have paid 6 months of bills with us before we'd potentially allow for a second account in your own name.

We have passed feedback on in the past regarding the wording of those automated emails that can cause confusion (in regards to thinking it's a credit score issue). Though it's difficult to route out the direct cause of any particular rejection, and those emails are generally informative and correct far more often than not.

Regarding your wife's attempt though. Has she been able to try ordering just 1 extra SIM in her own name and details?

Kevin
It was just the one extra sim but i must admit after checking her account it appears she has only been with idMobile for 6 months so it maybe that i need to wait a little longer.

Only 2 sim cards per person seems rather restrictive for a family!
Userlevel 4
Badge +6
We hear you @sraper, and you've gotta believe it's not in our best interests to turn away any loyal or supportive customers. It's more just a blanket precaution to try to prevent things like fraud or other potential difficulties. You could try seeing if our Sales Team can help ahead of your next attempt though. They might be able to provide more details on the phone as to what (if any) barriers are in the way 0800 049 0250
It was the sales team that suggested i look at my credit report
Userlevel 6
Badge +6
Hello @sraper,

Sorry to hear that. We wouldn't expect your credit report to be of an issue here for a failed security check. As it's been clarified above what may have caused this.

We apologise for any inconvenience that may have been caused!

Mohammed
I have just applied for a sim and within a few hours i have been declined internal security checks? I have no idea why this is...My credit rating is impeccable.

Can someone please help me.
Userlevel 4
Badge +6
Hi DaniT,
Your credit rating does not have an impact on the internal security check. This is something that is in place to ensure orders are completed accurately.

You're able to apply again after 30 days and we'd recommend you check that your bank and card have the same registered address as you are providing to us.
-Phil

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