Hi ​@Amanda king 

I sincerely apologize for any inconvenience caused regarding your recent order. It appears that you currently have two active plans, and the new plan was not processed as an upgrade through the app. Unfortunately, our system does not allow internal number transfers (ports) between iD Mobile plans. However, you can transfer your number from another network to iD Mobile, or from iD Mobile to a different network. The only way to keep your existing number with iD Mobile is to upgrade your existing contract through the app. This process converts your old plan into a new one while retaining your current number.

To resolve this, we’ll need to return the new plan and then check your eligibility for an upgrade. Once confirmed, you can select one of the available upgrade options displayed in the app.
 

If you’d like further support with this, please get in touch via our social channels (Facebook or Instagram), Live Chat, Community (private chat), or email us at socialqueries@idmobile.co.uk with the details of your query. We’d love the opportunity to put things right for you.
 

Regards,
Hosai

Could I just please continue with the plan I have now of £8. And cancel the new sim of £7. What do i need to do regarding the £7 direct debit (needs to be cancelled). Thank you.

Hi ​@Amanda king 

Please drop us a private message on iD community or please get in touch via our Socials (Facebook or Instagram), Live Chat, Community, or email us at socialqueries@idmobile.co.uk and outline the details of your query. We’d love the opportunity to put things right for you.

Regards,
Hosai

Sent over an email. Thank you