Upgrade different in the online store when transferred from the app

Forum|Forum|11 months ago
November 4, 2025
2 replies
77 views

I am about to upgrade my phone and could see an upgrade deal in the app. when I clicked upgrade in the app the deals were completely different when I was transferred to the online store. Any ideas how do we resolve it? So I can progress the deal that is visible in the app

Best answer by WelshPaul

You can contact the iD Mobile sales team at 0207 139 1397 during office hours, Monday to Friday, 9am to 6pm. They should be able to place your order.

Lamiya C

iD Mobile Employee

Hi @Griff03 ,

I totally get how confusing it can be when the upgrade deals shown in the app don’t match what appears on the online store.

Here’s what you can do to resolve it:

*App-exclusive deals sometimes differ from what’s shown online due to how offers are personalised based on your account status.
-Make sure you're logged into the same iD Mobile account on both the app and website.
-If the deal you saw in the app isn’t showing online, you can try upgrading directly through the app by going to Plan > Upgrades, selecting the deal, and completing the checkout.

Let us now if this helped,

Lamiya

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

WelshPaulAnswer

Platinum  Contributor

You can contact the iD Mobile sales team at 0207 139 1397 during office hours, Monday to Friday, 9am to 6pm. They should be able to place your order.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.