Told email adress not recognised

Forum|Forum|2 months ago
June 9, 2026
1 reply
17 views

I have been an id customer for some time and reccomemded you to my parents, I went through ordering them 2 SIM only plans yesterday with them and arranged to go round later in the week to set them up. However my dad has recieved a call from yourselves today saying you can not complete his order because he has a bt internet email address, is this really the case? If so why dont you say so and is it just BT who you dont accept? He was told he can re-order if he sets up a new email address ( which is not going to happen)

Owethu M

iD Mobile Employee

Hi @lise212,

Thank you for getting in touch, and we're sorry to hear about the confusion caused during your parents’ order.

We understand how frustrating this must be, especially as you were helping them get set up with SIM Only plans.

To clarify, we are unable to comment on or verify specific checks carried out during the application process, and occasionally certain orders may not pass due to internal verification requirements.

As this relates to an order review, we would recommend contacting our Sales Team, who will be able to look into this further and explain the options available. They may also be able to advise on whether the order can be re-submitted or what alternative steps may be taken.

You can reach Sales via: