Hi ​@Apfelgarten,

I'm really sorry to hear about the experience you've had, especially after spending so much time trying to place the upgrade and then having the order cancelled twice.

We are also sorry to hear that your internal security check wasn't successful.

We use a sales system that takes the personal information provided during the application and cross-checks it against criteria set by our Fraud and Loss Prevention Team. These checks are there to help protect both iD Mobile and our customers against potential fraud or loss.

If any of the information provided doesn't meet the criteria of these checks, the order is automatically cancelled and unfortunately we're unable to override the outcome.

The system also doesn't tell us which specific criteria caused the check to fail, so we're unable to provide you with the exact reason for the cancellation. Our Fraud and Loss Prevention Team wouldn't be able to disclose the criteria used either, as doing so could potentially allow these security measures to be bypassed.

It's also important to note that these checks are separate from your overall credit score or previous payment history with us, so having a strong credit score and a good payment history doesn't necessarily mean that the internal security check will be successful.

As you've already attempted the order twice, we'd recommend not submitting another application within the next 30 days, as it's possible that the same security check would fail again. Ideally, we'd suggest waiting 30 to 90 days before trying again.

I appreciate how disappointing this must be when you were simply trying to upgrade your phone, and I'm sorry that we're unable to change the outcome on this occasion.

Regards,

Gemma M
The iD Mobile Social Media Team