upgrading issue

Hi ​@Emmaclair85, 

I understand why that’s frustrating especially if you’ve got a specific device in mind like the Google Pixel Fold range. I’ll explain this clearly, so you know exactly where you stand with iD Mobile.

📱 Why not all phones show as upgrade options

This is expected behaviour and it’s not a system error.

When you check upgrades, you are not seeing the full range of phones available on the market, you are only shown what you are eligible for.

This is determined by several factors:

1. Upgrade eligibility rules

• You must be within your upgrade window (usually last 60 days of contract)
• iD Mobile does not offer early upgrades outside this window

If you’re not fully eligible, higher-tier devices may not appear at all.
 

2. Credit and affordability checks

The system filters devices based on:

• Your original credit agreement
• Payment history
• What monthly cost increase is allowed

👉 This means higher-value devices (like foldables) may be restricted if they exceed what you’re approved for.

3. Plan and account type

• SIM-only customers or certain plans may have limited access to “high-tier” devices (seen in iD Community cases)
• Some upgrades depend on how long you’ve been on your current plan

You can however contact our sales team via 0800 049 0250 or Live Chat so that you can see what options they have available for you. 

Owethu