I can’t remember my password?

  • 20 January 2020
  • 6 replies

Userlevel 8

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’.


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6 replies

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

Userlevel 4
Badge +6

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,


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.

Userlevel 7
Badge +9

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?


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

Userlevel 6
Badge +8



Cheers for sharing the fix @Davdaretbb.