Hi ​@Tom1967 

I’m really sorry to hear that your order didn’t pass the internal security check, I completely understand how frustrating that must be.

When an order is placed, the details provided are automatically checked against criteria set by our Fraud and Loss Prevention team. This process is in place to protect both our customers and ourselves from potential fraud or loss. If the system isn’t able to approve the information, the order is automatically cancelled and cannot be continued.

Unfortunately, the system doesn’t provide us with the specific reason for the failed check, and our Fraud and Loss Prevention team aren’t able to share those details either, as doing so could compromise the security of the process.

At this stage, we would recommend waiting at least 30 days before trying to place another order, as attempting again sooner may result in the same outcome.

I’m really sorry for the inconvenience this has caused.

Regards,

Gemma M

The iD Mobile Social Media Team

I’m not sure this is true but I’ve seen in past posts that ID Mobile has a policy of declining upgrades from SIM-only plans to device plans if the monthly cost more than doubles your previous payments. If ID Mobile doesn’t want your custom, switch to a network that does. 

Thanks for the reply, ​@Gemma M I wasn't declined by the security protocols. I rang the sales team as the handset I wanted was not on the list. The gentleman I spoke to informed me that as I had a SIM only plan I would not be eligible for the S25 ultra (£36.99 a month), he didnt run any details just told me it was ID 's policy

ID Mobile’s most expensive sim-only plan currently costs £18 per month. If, as you suggest, the S25 Ultra costs £36.99 a month – more than double their maximum sim-only plan – this supports my claim that ID Mobile won’t allow anyone to upgrade from a sim-only plan to a handset plan if the monthly cost exceeds twice the price of their sim-only plan.

Hi ​@Tom1967 ,

To clarify, this isn’t related to security or credit checks. Upgrades from SIM-only to handset plans are subject to internal upgrade criteria, which compare your current monthly plan to the handset cost.

As your SIM-only plan is £18 per month and the S25 Ultra plan is £36.99 per month, this falls outside the upgrade criteria, so the adviser was unable to proceed.
 

This is a standard policy and not a reflection of your account. You may still be able to take the handset as a new contract (subject to eligibility) or consider other handset options within the upgrade limits.

Lamiya

Hi @Gemma M, 

It is the most stupid policy I have ever heard from any company. You should do a credit check and if someone passes that credit check, it shoukd not be an issue but they don't do that. They have asked me to buy the new contract and put the current sim in the new phone so I am eventually paying for the new contract and old sim only rolling plan. Then the sales team said you can reduce your current sim only plan. 

For this sane reason I might be leaving them as well. Ridiculous thing to do. 

Other companies have credit checks but ID mobile already decided if someone is on low cost sim only they don't let you upgrade to a a ultra or pro phones. Ridiculous to say the least. 

Hi ​@hasham786 

I am sorry to hear that you are unhappy with the upgrade policy.

We will make sure to pass your feedback to our team so it can be reviewed, and so we can look at improving the process in the future.

-Michael Z