Having trouble sending or receiving texts? We know that's frustrating, but don't worry! Here are some steps to help get you back on track:
Before you start: Is it just one specific number?
If you can't text or receive texts from anyone, skip to Step 1.
If the issue is with a specific number:
- Can't text them?
Double-check you have the correct number saved. Try deleting their contact and manually typing the number in a new message thread. If you’re trying to text an international number or a premium shortcode, check your Bill Cap and enable ‘Premium’ features in the iD Mobile app.
- Can't receive their text?
Ask the sender to delete your number from their phone and add it again. If you still don't receive their texts, it is likely a fault with the other user's network.
Step 1 - Review your account.
Open the iD Mobile app or log in to my.idmobile.co.uk to check if you have any Outstanding Payments.
- If you have outstanding payments: You'll need to clear your balance in full to send texts.
Double check your SIM isn’t blocked by tapping Plan > Your SIM/eSIM > Block your SIM or eSIM > Check the toggle is set to OFF.
Step 2 - Use our Coverage and Status checkers.
Signal or service issues in your area can prevent you from sending or receiving texts.
Use our Coverage checker to check the signal strength and our Status checker to find out about any ongoing network maintenance activities or outages in your area.
- If you’re in an area with poor network coverage: This may affect your ability to send or receive texts.
- If there is a network issue in your area: There’s no need to contact us, Three, our Network Partner, will already be aware of the issue and will resolve it as soon as possible.
Step 3 - Check your Phone Settings (iMessage & RCS).
Before looking at the SIM, we need to make sure your phone isn't trying to send texts as data messages incorrectly.
I’m using an iPhone:
If you're using iMessage, you need to ensure your phone can fall back to standard SMS if mobile data is unavailable.
- Open ‘Settings’.
- Tap ‘Apps’.
- Tap ‘Messages’.
- Ensure the toggle for ‘Send as SMS’ is switched ON.
Please note: If you recently switched from iPhone to Android, you must deregister iMessage, otherwise texts from iPhone users will still try to go to your old iMessage account and you won't receive them.
I’m using Android:
If you use 'Google Messages' or 'RCS Chats', your phone defaults to sending messages over the internet. To rule out data issues, temporarily switch this off to force standard SMS:
- Open the ‘Messages’ app.
- Tap your profile icon or the menu dots.
- Tap ‘Messages settings’.
- Tap ‘RCS chats’.
- Toggle ‘Turn on RCS chats’ to OFF.
Try sending a text now. If it works, you can turn RCS back on, but check you have a working 4G/5G data connection.
Step 4 - Perform a Manual Roam.
A Manual Roam resets your connection to our network, and can help with intermittent network problems. Here’s how to do it:
I’m using an iPhone:
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Open Settings.
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Tap ‘Mobile Service’.
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Tap ‘Network Selection’.
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Turn off the ‘Automatic toggle’.
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Choose a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
I’m using a Samsung Galaxy:
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Open ‘Settings’.
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Tap ‘Connections’.
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Tap ‘Mobile Networks’.
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Tap ‘Network Operators’.
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Turn off the ‘Automatic toggle’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
Most other Android phones:
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Open ‘Settings’.
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Tap ‘Network & Internet’.
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Tap ‘Mobile network’.
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Tap ‘Advanced’.
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Tap ‘Network operators’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch back to Automatic selection.
Once you’ve performed a Manual Roam, see if you’re able to send or receive texts. If not, continue following the steps in this article.
Step 5 - SIM/eSIM Troubleshooting.
If software settings are correct but texts still fail, the problem might be with your physical SIM connection. Follow the steps relevant to your SIM type:
I’m using a SIM card:
- Remove your SIM card:
Before removing your SIM card, turn your phone off completely. You’ll need a SIM ejector tool (often included in your phone’s box) or a small, unfolded paperclip.
Insert the tool into the small hole next to the tray to pop it open. Gently pull out the SIM tray and carefully take the SIM card out of the tray.
- Inspect and clean your SIM card:
Check the gold contacts for any dust, dirt or smudges. Wipe the gold contacts very gently with a clean, dry, lint-free microfibre cloth.
- Reinsert your SIM card:
Pop your SIM card back in the SIM tray. If you are using a Dual SIM device, your iD Mobile SIM card MUST be in SIM Slot 1.
Carefully slide the SIM tray back into the phone until it clicks securely into place. Turn your phone back on and see if you’re able to send or receive texts.
I’m using an eSIM:
- Toggle your eSIM line OFF and then ON again.
This can refresh the connection of your eSIM profile. Here’s how you can do it:
- I’m using an iPhone:
- Open Settings.
- Tap ‘Mobile Service’.
- Under the ‘SIMs’ section, tap your iD Mobile eSIM.
- Set the toggle for ‘Turn On This Line’ to OFF.
- Wait 60 seconds.
- Set the toggle for ‘Turn On This Line’ to ON.
- I’m using a Samsung Galaxy:
- Open Settings.
- Tap ‘Connections’.
- Tap ‘SIM manager’.
- Select your iD Mobile eSIM from the list.
- Set the toggle to OFF.
- Wait 60 seconds.
- Set the toggle to ON.
- Most other Android phones:
- Open Settings.
- Tap ‘Network & Internet’.
- Tap ‘SIMs’.
- Select your iD Mobile eSIM from the list.
- Set the toggle to OFF.
- Wait 60 seconds.
- Set the toggle to ON.
Once you’ve refreshed the connection of your eSIM profile, see if you’re able to send or receive texts. If not, continue following the steps in this article.
Step 6 - Phone Troubleshooting.
Still not working? Let's check your phone itself, to ensure your software and settings are correct. After each step, see if you’re able to send or receive texts:
I’m using an iPhone:
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Make sure your iPhone software is up to date.
Here’s how:
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Software Update’.
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If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information.
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If you see ‘iOS is up to date’ - you’re good to go!
- Re-enter your Mobile Number.
In most cases, re-entering your Mobile Number on your iPhone can resolve issues with texts:
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Open ‘Settings’.
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Tap ‘Apps’.
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Tap ‘Phone’.
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Tap ‘My Number’.
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Enter your mobile number, using +44 instead of the first 0.
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Tap ‘Save’.
- Force restart your iPhone.
The classic switch it off and switch it back on again. If you’re unsure how to force restart your iPhone, please refer to this Apple Support article.
- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your iPhone. Here’s how:
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Transfer or Reset iPhone’.
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Tap ‘Reset’.
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Select ‘Reset Network Settings’.
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Enter your passcode, then tap ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
I’m using a Samsung Galaxy:
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Make sure your phone software is up to date.
Here’s how:
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Open ‘Settings’.
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Tap ‘Software update’.
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Tap ‘Download and install’.
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If new software is available, tap ‘Install now’. If you already have software up to date, latest update information will appear.
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Check your APN settings.
All phones bought from us should arrive with the right settings already configured. But if you’ve moved over to iD Mobile on a SIM Only Deal and kept your old phone, you may need to review the settings to get things like texts to work. Our network (APN) settings are listed below:
| Name | iD |
|---|---|
| APN | id |
| Username | <leave blank> |
| Password | <leave blank> |
| MMSC | http://mms.um.idmobile.co.uk:10021/mmsc |
| MMS Proxy | mms.idmobile.co.uk |
| MMS APN Username | <leave blank> |
| MMS APN Password | <leave blank> |
| MMS Port | 8799 |
You can check and update your APN settings by following these steps:
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Open ‘Settings’.
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Tap ‘Connections’.
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Tap ‘Mobile Networks’.
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Tap ‘Access Point Names’.
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Tap the plus icon.
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Enter the APN settings above.
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Once complete, tap the menu icon.
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Tap ‘Save’.
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Tap the circle next to your new APN settings to select it.
- Force restart your phone.
The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!
- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your phone. Here’s how:
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Open ‘Settings’.
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Tap ‘General management’.
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Tap ‘Reset’.
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Select ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
Most other Android phones:
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Make sure your phone software is up to date.
Here’s how:
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Open ‘Settings’.
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Tap ‘System’.
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Tap ‘Advanced’.
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Tap ‘System Update’.
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You’ll find your update status. Follow any steps on the screen.
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Check your APN settings.
All phones bought from us should arrive with the right settings already configured. But if you’ve moved over to iD Mobile on a SIM Only Deal and kept your old phone, you may need to review the settings to get things like texts to work. Our network (APN) settings are listed below:
| Name | iD |
|---|---|
| APN | id |
| Username | <leave blank> |
| Password | <leave blank> |
| MMSC | http://mms.um.idmobile.co.uk:10021/mmsc |
| MMS Proxy | mms.idmobile.co.uk |
| MMS APN Username | <leave blank> |
| MMS APN Password | <leave blank> |
| MMS Port | 8799 |
You can check and update your APN settings by following these steps:
- Open ‘Settings'.
- Tap ‘Network & Internet’.
- Tap ‘SIMs’.
- Tap your iD Mobile SIM.
- Scroll down and tap ‘Access Point Names’.
- Tap the plus icon.
- Enter the APN settings above.
- Tap ‘Save’.
- Tap the circle next to your new APN settings to select it.
- Force restart your phone.
The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!
- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your phone. Here’s how:
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Open ‘Settings’.
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Tap ‘System’.
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Tap ‘Advanced’.
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Tap ‘Reset options’.
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Select ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
Step 7 - One last check.
Don't worry, this is the last thing to try. This one last check will help us isolate the problem, so we know exactly how to get you sorted:
I’m using a SIM card:
- Test your iD Mobile SIM card in another compatible phone.
Turn your phone off completely. Remove your iD Mobile SIM card and pop it into another compatible phone.
- If you can make or receive texts on the other phone, then your phone might have a fault and may need repair. Check out this Community article for more helpful information.
- If you’re unable to make or receive texts on the other phone, pop your SIM back into your phone and contact us for further support.
- Test another SIM card in your phone.
Turn your phone off completely. Remove your iD Mobile SIM card and pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.
- If you can make or receive texts using the other SIM card, then there may be a problem with your iD Mobile SIM card or services. Pop your iD Mobile SIM card back into your phone and contact us for further support.
- If you’re unable to make or receive texts using the other SIM card, then your phone might have a fault and may need repair. Check out this Community article for more helpful information.
I’m using an eSIM:
- Test a physical SIM card in your phone.
Turn your phone off completely. Pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.
- If you CAN send or receive texts with the physical SIM:
This means your phone hardware is working perfectly. The issue is likely with your iD Mobile eSIM or account. Please contact us so we can check your settings or arrange a replacement eSIM.
- If you CAN’T send or receive texts with the physical SIM:
This suggests your phone might have a hardware fault and may need repair. Check out this Community article for more helpful information.
Still having issues?
We’re sorry to hear you’re still having issues sending or receiving texts. Please contact us for further support, noting down the outcome from Step 7.
