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Forgot my username or password for my iD Mobile account

  • 20 January 2020
  • 10 replies
  • 16100 views

Userlevel 8
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Find out how to log into the iD Mobile app and what to do if you’ve accidentally forgotten your username or password.

How to log into the iD Mobile app

If you’ve just downloaded the iD Mobile app and have already registered and created an account, simply enter your username and password to log in.  

Once you’ve logged in, you can choose between three future login preferences:

  • Username and Password 

This will be the username and password you registered with. In most cases, your username will be your registered email address.

  • Fingerprint Login 

If you have a Touch ID compatible device, you can log in to the iD Mobile app using your fingerprint. You must:

    1. Have Touch ID activated on your device.
    2. Bring up the main menu by clicking on the three lines icon on the top left of the app.
    3. Select Set login preferences.
    4. Toggle on Fingerprint Login.
  • PIN login – You can set a 6-digit PIN to log in to the app, rather than using your password (this is not the customer service PIN). To set up your 6-digit PIN, do the following:
    1. Log in to the app.
    2. Bring up the menu by clicking on the three lines icon on the top left of the app.
    3. Select Login preferences.
    4. Select PIN.

From now on, you’ll be asked to enter a PIN every time you go to log in to the app.

I can’t remember my username

Your username will be the email address you signed up with. If you can’t remember it, you can find out what it is by following the instructions below:

  1. Visit the login page on the iD App or My Account online.
  2. Click ‘Forgotten your username/email address?
  3. Enter the following details:
  • Mobile Number (the number active on your SIM).
  • Account holder’s last name (the last name of the person that purchased the account).
  • Account holder’s date of birth ( the date of birth of the person that purchased the account).
  • Click Submit.
  1. We’ll send you an 8-digit verification code via SMS.
  2. Enter the 8-digit code and click Submit.

Once submitted and verified, your username will appear on the screen.

I can’t remember my password

If you can’t remember your password, follow the instructions below to reset it:

  1. Visit the login page on the iD App or My Account online.
  2. Click Forgotten your password?
  3. Enter your username or email and click Submit.
  4. Enter the following details:
    • Mobile Number (the number active on your SIM).
    • Account holder’s last name (the last name of the person that purchased the account).
    • Account holder’s date of birth (the date of birth of the person that purchased the account).
    • Click Submit.
  5. We’ll send you a Verification Code by SMS. Enter the code and click Submit.
  6. You’ll then be asked to enter a new password. Once you’ve done so, click Submit.

Once submitted, your password should be reset and ready for you to use.

 

 

Continue searching on our Community 

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Speak to us on Live Chat.

 


10 replies

Userlevel 1

Why can’t I log in using my user name 

 

Userlevel 4
Badge +2

Hi @jennyfinch ,

Welcome to iD Community.

If you can’t remember your password, follow the below instructions to reset it:

  1. Visit the login page on the iD App or My Account online.
  2. Click ‘Forgotten your password?
  3. Enter your Username or Email and click submit.
  4. Enter –
    • Mobile Number (Number active on your SIM).
    • Account holder’s last name (Last name of person that purchased the account).
    • Account holder’s date of birth (Last name of person that purchased the account).
    • Click ‘Submit’.
  5. We’ll send you a Verification Code by text. Enter the code and click ‘Submit’.
  6. You’ll then be asked to enter a new password. Then click ‘submit’.

Hope this helps, 

Thanks, 

Pearl

I'm recently married, so I deleted my old email which I was using as username as well. Yesterday I bought a new mobile phone and I can't register or login as the old username does not exist anymore. 

How can I reregister and change my username and add my new details as in new surname. 

Bare in mind that i can't login or register as email does not exist anymore and I can't receive SMS messages or phone calls. 

Please advise. 

Userlevel 6
Badge +10

Hi @Kerry Oikonomoy 

Even if you don’t have access to an old email address anymore, it wouldn’t matter in regards to logging in to the account.

You would just need your username (that old email address) and password to log in.  If you don’t recall your password then you’ll be able to have a code texted to your iD Mobile SIM in any normal case.

 

How come you’re unable to receive SMS messages?  If you could let us know a summary of what you’re looking to do or what you need from us (a replacement SIM or whatnot) we’ll help further.

Thanks.

Userlevel 1

Hi,

I have a rather strange issue. I have a sim only plan which I solely use for a data connection in my car. The problem is I left the sim in my car and sold my car to a dealership who intern have sold it.

The problem is I do not have any record of the mobile number associated with the sim card and I do not have the sim card to be able to check it or receive SMS’s from it. 

I do have my username but cannot remember my password for the idapp or online login.

I am however still paying a monthly direct debit for the privilege on a pay monthly own data contract.

Can anyone suggest a way of cancelling my sim? I have dug through the sitemap and bounced around all the options to try and log in and resolve my problem, I even tried twitter to no avail.

 

Regards

Userlevel 7
Badge +8

Hi @Goodforallpaul,

 

We’ll send you a Private Message now to assist you with getting your SIM-only plan closed down for you.

 

Will

Userlevel 1

@Will Thanks you I have responded to your private message

Hi,

Ok, so i bought 2 sim only packages at the same time for me and my wife about three years ago and just got on with life.  I now need to recover call costs from work so i have been trying to login to our accounts.  However, user name recovery requires mob number, name and DoB.  Clearly, i know these but they are mixed up and do not work.  i cannot pass security to login to either account.

How can i resolve this?

Leah & Tom

Userlevel 1

@LJM The question has been successfully resolved in a private chat.

Userlevel 7
Badge +10

Hi @LJM,

The best way to recover your log-ins via a security code is by contacting our Live Chat Team here. Please let us know if you require further help after trying our Live Chat Team and we’ll see what we can do to help.

Ryan

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