New customer with a problem setting up app and new phone | iD Mobile Community
Skip to main content
Question

New customer with a problem setting up app and new phone

  • December 9, 2025
  • 2 replies
  • 14 views

Hi

New ID Mobile customer. I need to register a SIM and to do this, I need the app. The problem I have got is that when I am logging into the app, it wants the phone number, so I enter the number and then it says an SMS has been sent to that number with a code. This is a new contract so in order to get the code to finish setting up the app, I need to be able to access the SMS messages on the phone…, to do this, I need an activated SIM in the phone, which I cannot do without being able to get on the app.

Maybe I am being really dumb but I can’t activate the SIM without the app and I can’t activate the app without a SIM. 

Any assistance would be very much appreciated as I need to sort this as it is a Christmas present for my daughter

 

2 replies

Forum|alt.badge.img+5
  • iD Mobile Employee
  • December 9, 2025

Hi ​@MJC1971 ,

 

You’re not being dumb at all, this one catches a lot of new customers!

You don’t need the iD Mobile app to activate the SIM.
Just pop the SIM into the phone and once it connects to the network, the SMS messages will start coming through normally. After that, you’ll be able to receive the verification code and log into the app.

If the SIM doesn’t start working right away, turn the phone off and on, or try toggling airplane mode.

Once it’s connected, you can finish the app setup with no issue.

Lamiya


  • Author
  • New Contributor
  • December 9, 2025

Hi ​@MJC1971 ,

 

You’re not being dumb at all, this one catches a lot of new customers!

You don’t need the iD Mobile app to activate the SIM.
Just pop the SIM into the phone and once it connects to the network, the SMS messages will start coming through normally. After that, you’ll be able to receive the verification code and log into the app.

If the SIM doesn’t start working right away, turn the phone off and on, or try toggling airplane mode.

Once it’s connected, you can finish the app setup with no issue.

Lamiya

Thank you for the reply. This is a new iPhone for my daughter and she is away at uni at present. So getting into the phone is posing it’s own problems as I don’t know her Apple Account logins lol. As a life long user of Galaxy phones, iPhones are completely foreign to me. I need to change the direct debit date which, as with everything, can only be done through the app. Looks like she will be getting an early Christmas present when I collect her for the holidays on Friday. I was hoping to resolve all this and let her have it on Christmas Day