I made an upgrade order last evening for a new phone as there is a £300 bonus trade in offer that expires tomorrow.

I had the confirmation email yesterday and this morning an email saying the order has been processed but just 1 minute later, another email saying the order has been cancelled “as it didn't pass our internal security checks" but no further explanation.

What does that even mean? What did it fail on?

The speed between those 2 emails implies to me an automated system, not a human check.

I tried the Live Chat but that was useless. I eventually managed to speak to someone English on the phone who was useful but couldn’t actually tell me what checks it failed but implied it would be along the lines of credit or fraud!

I’ve been an ID Mobile customer for a few years or so, bills are paid automatically without issue, I have a good credit rating, as for fraud I can’t think of anything that could be referring to!

I was told it’s an ID Mobile block that only a few people get to see the reason (so actual fraudsters don’t try to circumvent it) and it will be in place for 30 days so don’t bother trying to re-order for a month.

Well that’s no good, the trade in bonus offer expires tomorrow, I simply won’t be buying the phone in a month’s time at full price.

So I don’t know where to go now. I don’t know how to “fix” the problem as I don’t know what the problem is.

Is there any way to appeal the decision? To get a human to review it? To get some explanation?

How will I know if I can even successfully order anything in a month’s time without placing an order and waiting for an email the next day!?

My current phone isn’t working properly after getting wet so need something now, probably now will be a refurbished 2nd hand phone so I can keep my SIM only contract going (or are they going to cancel that too)!