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Question

upgrade error

  • April 2, 2026
  • 1 reply
  • 10 views
K
Community Member

I am trying to upgrade once I have selected the phone and plan and proceed to check out a messages pops up saying “

We require your email address in order to send you a confirmation of your order including your new monthly cost. Please add one in your My Account Online or in the iD Mobile App.

You will need to return to your basket afterwards.

We apologise for the inconvenience.”

 

 

 

I have logged in with my email address and have my email address on my app and account. 
 

 

anyone know how to sort this out so I can upgrade? 
 

thanks in advance 

    1 reply

    Gemma M
    iD Mobile Employee
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    • Gemma M
    • iD Mobile Employee
    • April 2, 2026

    Hi ​@Kezza1980,

     

    I’m really sorry to hear about the issues you’re experiencing.

     

    As this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat. When going on the live chat, ask to speak with the sales team so that you are routed correctly.

     

    Once connected, simply explain your request and an advisor will assist you further.

     

    Thank you for your understanding.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

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