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Locked out of account

  • 9 August 2023
  • 1 reply
  • 125 views
Theo Jackman
Rank

Hello, I'm locked out of my account and unable to amend or cancel my monthly payments because my card information has changed.  This is VERY significant because if I can't access my account, my credit score will start to rise. I have used all of your suggestions:
I receive id mobile emails, so I know I'm using the right email.
Accessed every possible username and password combination
My last name, birthdate, and phone number are all entered correctly when I try to reset my password, yet the message "sorry something isn't quite right" still appears.
I need assistance logging into my account, otherwise this will be a major issue. Is there a method for me to verify my identity? I would ideally like to cancel now.

 

EDIT: I JUST SUCCESFULLY RESET MY PASSWORD AND IT’S STILL SAYING I HAVE THE WRONG PASSWORD!

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Best answer by Mohammed 10 August 2023, 14:08

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Mohammed
Rank
Userlevel 7
Badge +10

Hey @Theo Jackman,

Make sure you aren’t using a password manager at all, as these can interfere with this.

Please try the following steps:

 

  1. Wait 30 mins from the last attempt before trying this. This is because your account can be locked with too many unsuccessful attempts and you need to wait before you can try again.
  2. Head to the https://my.idmobile.co.uk/web/cpw/forgot-username/ site and enter your details as requested to retrieve your username
  3. Once you know the username, head to https://my.idmobile.co.uk/web/cpw/forgot-username/-/forgot/forgotpassword to reset your password
  4. Once you have reset this, carefully log-in to the website ensuring to not use any password managers and enter all details correctly, case sensitive etc
  5. You should now have logged in to manage the account

Please do this via the website first and not the app.

 

Mohammed

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.

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