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Yolanda North
Community Member
Yolanda North
Community Member
July 13, 2025
Question

declined contract with carphone warehouse

  • July 13, 2025
  • 11 replies
  • 590 views

Hello, 

 

I am currently on a Sim only deal with O2 on my iPhone 11. I am looking to upgrade and went into Carphone warehouse to try and buy the iPhone 16 with a ID mobile contact. I was declined in store as I failed the credit check. 
 

I was unsure whether or not my details were put in wrong as I’ve never been denied credit. I did a credit credit myself which showed excellent on the score. 
 

I have never been in debt or have any reason to have a bad credit score. I have never missed any payments with O2 or any other direct debt. 
 

I tried to order the phone and set up the contract through Carphone warehouse online and again it failed the credit check with ID but they did not provide a reason why.
 

I am just wondering if this matter can be resolved somehow? I would really like a contact with ID and get a new phone. 
 

thank you

    11 replies

    Tom
    iD Mobile Employee
    Tom
    iD Mobile Employee
    July 14, 2025

    Hi ​@Yolanda North 

     

    Sorry to hear this, unfortunately we can’t give any details on why a credit check may have failed, except that it has or hasn’t.

     

    We won’t be able to change this result, we’d recommend leaving at least 90 days between credit check attempts.

     

    Your credit score being high isn’t a guarantee you’ll pass any credit check.

     

    Tom

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    Active Contributor
    simmobb2
    Active Contributor
    April 26, 2026

    This is a long standing issue with ID Mobile.  I had the same issue with a near perfect credit score and zero debts but I can’t get a sim fro ID Mobile.  I have had multiple contracts with different providers over 25 years and have NEVER been refused credit.  ID need to address as the system in use is clearly flawed and it’s costing them business.

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    April 27, 2026

    Hi ​@simmobb2,

     

    Thanks for sharing your experience, and I’m really sorry to hear how frustrating this has been, especially given your strong credit history.

     

    Credit decisions for iD Mobile contracts are made by external credit reference agencies (such as Equifax, Experian or TransUnion), using a combination of factors from your credit file at the time of application. This doesn’t just look at your overall score, but also things like recent activity, existing commitments, address history, and affordability assessments.

     

    Because of this, even customers with a very good or near-perfect credit score can sometimes be declined based on the broader criteria being used. These decisions aren’t something we’re able to manually override from our side.

     

    If you feel the outcome doesn’t reflect your circumstances, you can contact the credit reference agency directly to review your file and make sure all information is accurate and up to date.

     

    We do appreciate your feedback, and I’m sorry again for the experience you’ve had.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

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    Geluk
    Silver Contributor
    Geluk
    Silver Contributor
    April 27, 2026

    For those suffering this issue, check out your own scores on a credit agency website; free :)

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    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    April 27, 2026

    Hi ​@Yolanda North.

     

    Thank you for your post. I am sorry to hear you were unable to complete your application, especially as you were looking forward to upgrading.

     

    Credit decisions are made automatically by our system using a range of checks, and unfortunately, we’re not able to override or manually change the outcome.

     

    However, if you’d like to understand the reason for the decline, please contact us directly via live chat here: https://www.idmobile.co.uk/live-chat and our team can take a closer look and explain the specific reason behind the decision.

     

    They’ll be happy to help clarify things for you.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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      Active Contributor
      simmobb2
      Active Contributor
      April 29, 2026

      For those suffering this issue, check out your own scores on a credit agency website; free :)

      I did, and my credit ratings are great.  ID Mobile is the only company I’ve ever dealt with that has turned me down on this basis (I’m 68 years old so there have been many)  There is obviously a glitch in the ID process and it’s really annoying that I can’t get answers.

      iD Mobile Employee
      Michael Z
      iD Mobile Employee
      May 1, 2026

      Hi ​@simmobb2 

       

      I do apologise for the inconvenience caused.
      We carry out credit and internal checks, and there may have been something identified that led to the application being declined. This could be related to details such as your address or payment history.
      As mentioned, the credit reference agency is best placed to review your report and provide more information on any potential issues.

       

      -Michael Z

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      Active Contributor
      simmobb2
      Active Contributor
      May 1, 2026

      Thats the point Michael, I have checked with the credit agencies ID use and there are no red flags at all.  Incidentally, I just signed a new credit agreement this morning on a £28000 car, but I can’t get a SIM card on ID!  It defies any logic. 

      Gemma M
      iD Mobile Employee
      Gemma M
      iD Mobile Employee
      May 1, 2026

      Hi ​@simmobb2,

       

      I am so sorry that you have failed your credit check on your order. Kindly be advised that we are not provided with extra information as to why the credit check was failed. If you’ve got any questions on your credit check, or you wish to dispute it, you should contact Equifax PLC, the credit reference agency we use. You can find their contact details here: www.equifax.co.uk/business/contact-us/en_gb.

       

      Regards,

       

      Gemma M

      The iD Mobile Social Media Team

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      Active Contributor
      simmobb2
      Active Contributor
      May 6, 2026

      OK, Equifax have investigated and have nothing to say regarding your decision to refuse me credit. They said “I have checked your Equifax Credit Report and can see that Shop Direct Finance Company LTD did perform a search using Equifax on 21/07/2025, under your current and previous address.”  I’m assuming you are Shop Direct Financing but the date of the search is not related to my latest attempt to buy a sim card which was in April 26?   You have not made a search on Equifax in April If you’re Shop Direct Finance Company LTD.  I need ID Mobile to explain why I have been refused credit?

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