Forgot my username or password for my iD Mobile account

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

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.

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.

4. We’ll send you an 8-digit verification code via SMS.
5. Enter the 8-digit code and click Submit.

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

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.