Can not transfer my number to ID mobile

Forum|Forum|11 months ago
September 20, 2025
3 replies
165 views

Hello!

I tried to transfer my number from another supplier to ID Mobile. After my purchase, I received the following email in few hours:

We are contacting you regarding your recent order. Your order has been unsuccessful and this is due to one of the following reasons:

- The first name/surname/date of birth that you supplied on your order doesn't match your existing account that you hold with iD Mobile.

- The network has had an issue identifying either your current or previous address.

- You need to activate direct debit as a payment method on your current contract with iD Mobile and allow at least 30 days before re-applying.

- You have an outstanding balance with iD Mobile that needs to be paid.

- You have reached our maximum connections policy. You may need to pay 1-3 bills before applying for an additional connection.

You can find out more by contacting our team through live chat,

Alternatively, please re-check your details if they appear to be incorrect and place a new order.

I started another order and this was also not succesful. I am not sure about the main cause of the problem. I tried to solve this through live chat and I was directed to the community. Could you please guide me on how I should proceed?

Best regards

Decembersangel72

Gold Contributor

Hi @beste

Were you trying to change networks by submitting a PAC code given to you by the network you are leaving?

https://www.uswitch.com/mobiles/guides/porting-your-mobile-phone-number/

The information you received in the email sounds like you have or previously had a contract with iD Mobile and they are trying to verify you via information they had on you. If this is not the case then you need to contact the Live Chat.
You can also call the sales team on 02071391397 between 9am-6pm, Monday-Friday.

When you say ‘ I tried to solve this through live chat and I was directed to the community ‘ was this advice after connecting with the chatbot?

To talk to an actual adviser then type ‘talk to a person’ in the dialogue box and this will bypass the chatbot. Do not type any sort of question as this will get you trapped in the Chatbot roundabout.
Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

Good Luck x

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B

besteAuthor

New Contributor

Hi! Thank you very much. This really helps. Yes, I tried to do the change using the PAC code and set the switch date. Nevertheless, after I give the order, I get an email within few hours that my order is unsuccessful.

I also had the impression from the email that the system assumes I had a previous contract with ID mobile but this is the first time I am using it. In the live chat, after few prompts, I was able to reach a real person from customer service. I told them I had this problem, copy-pasted this email and also gave the order reference number in case it helps. Unfortunately, they told me that they can not see the main problem through the system and gave me the link to the community.

Siân W

iD Mobile Employee

Hi @beste sorry to hear you have had trouble processing your order. Please can you contact our iD Sales Team on 0207 1391 397 who will be able to assist you further with this and process it for you.

Thanks!

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