Failed Internal Security Check

Forum|Forum|3 days ago
September 22, 2026
3 replies
16 views

Hello,

I am a fairly new ID Mobile customer. When I placed my original order I cleared the security and credit check without a problem. I would now like to add an additional number to my account and that order has been cancelled because I have failed ID Mobile’s internal security checks. After looking through the topics it appears I’m not the only one.

I am trying to add an elderly vulnerable relative to my account. Their current provider has very poor signal quality where they now live to the point where the phone is unusable. The signal from ID Mobile is very good, hence why I’d like to move them. But with ID Mobile’s internal security checks that doesn’t look like it will be possible.

The whole system just screams of machines making decisions and humans unable to intervene, which seems rather dystopian to me. The advice seems to be wait 30-90 days and then try again, why would it be any different then. I’ve never failed any type of security or credit check before, my credit score is excellent.

Is there an actual human somewhere that can help resolve this? I have to say that I am very disappointed in the service provided.

Thank you

Gemma M

iD Mobile Employee

Hi @BigDigger1999,

We’re sorry to hear that your additional order has failed our Internal Security Check, and we understand how disappointing this is, particularly given the circumstances with your relative.

We use a sales system that takes the personal information supplied during an order and cross-checks it against criteria set by our Fraud and Loss Prevention Team. This check is designed to help protect both iD Mobile and our customers against potential fraud or loss.

If any of the information provided doesn’t meet the criteria, the order is automatically cancelled and cannot be continued. Unfortunately, the system doesn’t tell us which criteria caused the check to fail, so we’re unable to provide you with a specific reason for the cancellation.

Our Fraud and Loss Prevention Team are also unable to disclose the criteria used or what caused an individual application to fail. Providing this information could potentially allow the security measures to be bypassed on future applications.

Please be assured that failing the Internal Security Check doesn’t necessarily mean there is an issue with your credit score, as this is separate from a standard credit check.

As the Internal Security Check hasn’t passed on this occasion, unfortunately, we’re unable to proceed with the order or manually override the decision. We’d recommend not placing another order within the next 30 days, as it’s possible that another application within this period may also fail the check.

We apologise that we’re unable to provide a different outcome on this occasion.

Regards,

Gemma M

The iD Mobile Social Media Team

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B

BigDigger1999Author

New Contributor

Hi Gemma,

I'm not having a go at you, but this is just a generic response I've seen lots of times from you. Waiting 30 days or more isn't something I am able to do, I need this issue resolved quickly.

Is there no one that can look at my case personally and contact me about getting it resolved?

Thanks

M

Marquerita T

iD Mobile Employee

Hi @BigDigger1999.

Thank you for your response.

I completely understand your frustration. I'm sorry that this hasn't been resolved as quickly as you need it to be, and that the earlier reply felt generic.

To give you a clearer picture of what's happening: when your second contract was applied for, our system may have picked up a difference in the details provided compared with your earlier application, for example the address, bank details or even the name used. When this happens, the order is automatically stopped from going through as a security precaution, and the case is then reviewed individually by our fraud team. This review is the reason for the 30 day timescale.

I know that isn't the answer you were hoping for, and I'm truly sorry for the inconvenience and the wait this is causing you. The review is carried out by a specialist team, so it isn't something I'm able to speed up from my side, but your case will be looked at on its own merits.

Thank you for your patience, and again, I'm sorry for the trouble caused.

Thanks,

Marquerita

The iD Mobile Team

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