I can't receive one-time passcodes. Want to change contract

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My wife and I have our iPads set to receive messages sent to our iPhones, not our iPads. So we cannot receive OTPs sent when we try to log in to our iPad ID Mobile accounts. We want to change our contracts. On line chat is useless. A letter I wrote ID Mobile Head Office in January remains unanswered. ID Mobile do not have a phone number. How can we progress this?

Owethu M

iD Mobile Employee

Hi @exfordy

Thank you for getting in touch, and I’m sorry to hear about the difficulties you’ve been experiencing. I completely understand how frustrating this must be.

To clarify, OTPs (one-time passwords) are sent to the mobile number associated with the SIM card. This means that if the SIM is in your iPad, it cannot receive OTPs on your iPhone or any other device they cannot be forwarded. iPads are not able to receive standard SMS messages, so the only way to receive OTPs is for the SIM to be in a device that supports SMS, such as an iPhone.

To progress with changing your contracts, the best options are:

Move the SIM to a device that can receive SMS (e.g., your iPhone) to receive OTPs and log in securely.
Contact our Sales Team directly on 0800 049 0250. They can securely review your account and assist with contract changes or upgrades.

We understand your frustration with previous attempts, and contacting the Sales Team is the fastest and most reliable way to move forward.

Owethu