I can’t remember my password?

I have lost my phone so I can’t get the verification code by text!

Hi @ElBell, have you tried contacting our Live Chat team?

They’re available between 9am - 8pm Monday to Friday and 9am - 6pm Saturday and Sunday.

Once you land on the page above, scroll down to see the Live Chat section. 

The Live Chat button may not always appear as ‘available’. If so, it may be a matter of waiting, until an agent is available, so please be patient.

Once the agent is available the button appears blue, indicating that an agent is available.

No need to refresh the page, this will happen automatically.

Let us know how you get on.

Thank you,

Rory

Hello @Rory , I’m in the same situation as ElBell, but I can’t find any buttons on the help and support page to access the Live Chat (see image). Is there something I’m missing?

I’m on Firefox 80.0.1, if that’s relevant.

Hi @Davdaretbb,

I’m sorry to see that, have you cleared the browser cookies or have you been able to use another browser to test the issue?

Ryan

Ah, yes, I’ve got it working in Chrome now, Thanks!

Excellent!

Cheers for sharing the fix @Davdaretbb.

Will

Help! I have forgotten my log in details. I have tried to follow the prompts to regain access but it’s not accepting my answers. 

Hi @Kat Napier 

Have you registered to the iD Mobile app/website previously? If not, you’ll need to register an account first.

Please let us know if you continue to have any issues.

Tom