Unable to access 8 digit passcode when trying to set up my online account

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Why is your App telling me that my name and password is wrong. It isn’t This is one of the most useless Apps I have ever encountered. You were supposed to send me a passcode of 8 digits to my phone. Nothing has come through I have been a customer of yours for several months but I cannot access my account. If you tell people you are going to send a Passcode then SEND IT. It’;s supposed to be 8 digits. Absolutely nothing appears. Not in my e mail and not in my messages I have tried six times to log on and get this code. Ive wasted an hour of my time. Get people on a phoneline so they don’t have to waste their time with this awful app

Gemma M

iD Mobile Employee

Hi @Useless App,

We're really sorry to hear how frustrating this has been, and we understand why you're upset.

If you're not receiving the 8-digit verification code, we'd first recommend checking that your phone has a signal and restarting it before trying again. It's also worth checking that your messaging app isn't filtering or blocking messages.

If you're certain your email address and password are correct but you're still unable to log in or receive the verification code, this will need to be investigated on your account.

Please contact our Customer Service team via Live Chat, who can carry out the necessary security checks and help restore access to your account.

We appreciate your feedback regarding the login process and apologise again for the inconvenience.

Regards,

Gemma M

The iD Mobile Social Media Team

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