cant upgrade my phone?

Forum|Forum|5 months ago
April 9, 2026
3 replies
141 views

Attempted to upgrade my phone, can’t use the ID app as it simply won’t progress past the payment portal. So in went online. Got through the process. Even entered credit card details - then nothing - the page just kicked me out, all the way out, had to log back in. No trace if an upgrade nor payment processed. I’ve read online this happens often. And I’m best reporting it because ID may charge me twice because the payment might still being processed??? Can someone explain please how I can confirm if this upgrade went through or not. Checked banking app for and nothing after 15 mins?

X

XB71Author

New Contributor

In addition have noticed a few has now gone through bank. So ID has taken my money. But there is still no confirmation of new phone or new plan?

Will give ID a few days if nothing I will cancel contract and demand full refund

J

jo1984

New Contributor

I need a phone call

Owethu M

iD Mobile Employee

Hi @jo1984,

I’m sorry to hear you’ve had trouble completing your upgrade I understand how frustrating it is when the process doesn’t go through smoothly, especially after entering your payment details.

If you’ve been logged out and there’s no confirmation email or order reference, it’s likely the upgrade has not been completed. In most cases, if a payment or order is successful, you would receive an immediate confirmation and it would also appear in your account history.

As you haven’t seen any confirmation or a pending charge in your banking app after 15 minutes, it’s unlikely anything has been taken. However, banks can sometimes show pending transactions later, so it’s always worth keeping an eye on your account just in case.

To get this properly checked and avoid any risk of duplicate orders or charges, I recommend contacting our Sales Team who can confirm whether anything went through on your account:

📞 0800 049 0250
💬 Live chat: https://www.idmobile.co.uk/live-chat?

They’ll be able to review your upgrade attempt and help you complete it safely if needed.

Thanks for your patience, and sorry again for the inconvenience.

Owethu