Order cancelled due to not passing "internal security checks"

3 replies
112 views

I placed an order for a new Galaxy S26 Ultra yesterday to take advantage of the free Galaxy Watch 8 deal via mobiles.co.uk - 2 year contract on ID Mobile, just for clarity I have been an ID Mobile contract customer for 4 years with no issues in terms of payments etc but the upgrade offers werent very competitive so I took out a new contract.

I’ve been told today that I didnt pass the ID Mobile internal security checks, but have been provided with no explanation whatsoever, which was really suprising given I have been a customer of ID Mobile for the past 4 years? I tried the Live Chat but that was useless. My credit score is classed as “Excellent” across most of the credit agencies.

I was told it’s an ID Mobile block that only a few people get to see the reason (so actual fraudsters don’t try to circumvent it) and it will be in place for 30 days so don’t bother trying to re-order for a month.

So I don’t know where to go now. I don’t know how to “fix” the problem as I don’t know what the problem is. Is there any way to appeal the decision? To get a human to review it? To get some explanation? How will I know if I can even successfully order anything in a month’s time without placing an order and waiting for an email the next day!?

Any help deeply appreciated.

Gemma M

iD Mobile Employee

Hi @jimlad2k,

I'm sorry to hear about this, especially given that you've been an iD Mobile customer for 4 years and were understandably expecting the order to proceed without any issues.

Unfortunately, if an order has failed our internal security checks, this isn't something that Customer Service, Sales, or the Community can override. The reasons behind these checks aren't disclosed, as doing so could undermine the security processes that are in place.

I appreciate how frustrating that is, particularly when you've been given no specific reason and have a strong credit history. However, the outcome of these checks can't be appealed or manually reviewed through our customer-facing teams.

If you've been advised that a restriction has been applied, we'd recommend waiting before submitting another application. In most cases, it's best to wait at least 30 to 90 days before applying again, as repeated applications within a short period are unlikely to change the outcome.

I'm sorry this isn't the answer you were hoping for, especially as you were looking to take advantage of the Galaxy Watch promotion.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

A

Apfelgarten

New Contributor

My order was cancelled twice today after an agent assured me the second order would go through as failing the security check had been a system error. I wasted 2 hours today to have the privilege to spend a lot of money with you. I have been a customer for over 3 years, have a strong credit score and never had any payment issues. Needless to say that I will take my business elsewhere. It is unbelievable that the consumer is not informed why they failed the check.

Gemma M

iD Mobile Employee

Hi @Apfelgarten,

I'm really sorry to hear about the experience you've had, especially after spending so much time trying to place the upgrade and then having the order cancelled twice.

We are also sorry to hear that your internal security check wasn't successful.

We use a sales system that takes the personal information provided during the application and cross-checks it against criteria set by our Fraud and Loss Prevention Team. These checks are there 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 of these checks, the order is automatically cancelled and unfortunately we're unable to override the outcome.

The system also doesn't tell us which specific criteria caused the check to fail, so we're unable to provide you with the exact reason for the cancellation. Our Fraud and Loss Prevention Team wouldn't be able to disclose the criteria used either, as doing so could potentially allow these security measures to be bypassed.

It's also important to note that these checks are separate from your overall credit score or previous payment history with us, so having a strong credit score and a good payment history doesn't necessarily mean that the internal security check will be successful.

As you've already attempted the order twice, we'd recommend not submitting another application within the next 30 days, as it's possible that the same security check would fail again. Ideally, we'd suggest waiting 30 to 90 days before trying again.

I appreciate how disappointing this must be when you were simply trying to upgrade your phone, and I'm sorry that we're unable to change the outcome on this occasion.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.