Order cancelled due to not passing "internal security checks"

Forum|Forum|2 days ago
September 9, 2026
1 reply
14 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

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