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Upgrade won't complete

D
Rank

I’m eligible for an upgrade, I’m trying to get an iPhone 11, 24 month contract for £39 a month. I go through the mobile ID app and select the phone and go through the process of selecting a plan etc. It takes me to a screen which requests bank details, which I enter, and it takes 1p from my account. A pop up from my bank states the transaction is successful however I then get taken to a screen from ID mobile stating that the card transaction was unsuccessful and that an error has occurred so I'm unable to complete the upgrade. I’ve tried doing this again and again for roughly 2 weeks now but haven’t been able to resolve the situation. 

 

I’ve also tried logging into my account through my laptop and through the mobile ID website but this hasn’t resolved the issue either. 

 

I can’t phone because all call centers have shut down. Can anyone give advice re how to get around this situation?

 

Cheers

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Best answer by PavD 6 April 2020, 20:23

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47 replies

Domatringer1
Rank
Userlevel 1

I have the exact same issue have you any info or update on what’s been the outcome ??? As I’m at the point of cancelling my contract with ID MOBILE and going with someone else that can supply me with the standard of service required as certainly not getting it from ID MOBILE at the moment 

J
Rank
Userlevel 2

Hi @Deechar111 

Sorry about the issue you’re having with upgrading 

I have sent you a direct message with some further information. 

Regards,

Pav

is there an answer to this problem yet? I’m fed up with waiting and am considering paying my balance and going else where! 

M
Rank
Userlevel 1

I was having the same issue and only worked when I used a credit card with a billing address that matched the address registered in my iD Mobile account.

I hoped that helps!

Emilytine
Rank
Userlevel 1

I have the same problem. I have two phones under my name and neither will complete but keep taking the 1p. Please help

J
Rank
Userlevel 2

Hi @Deechar111 

Sorry about the issue you’re having with upgrading 

I have sent you a direct message with some further information. 

Regards,

Pav

is there an answer to this problem yet? I’m fed up with waiting and am considering paying my balance and going else where! 

Still waiting for your message?

J
Rank
Userlevel 2

I’m having the same issue, I understand the issues at the moment, but the way your system works isn’t helpful. Please can I have an answer as to whether I am able to upgrade or not? 

C
Rank
Userlevel 1

Hello, I  having the same issue and wanted know if it got resolved?  

HeatherLouise1997
Rank
Userlevel 1

Hi @Deechar111 

Sorry about the issue you’re having with upgrading 

I have sent you a direct message with some further information. 

Regards,

Pav

I'm also having this problem, can this please be sorted? 

Emilytine
Rank
Userlevel 1

Still not working and no real support. But still taking money. If not fixed will change providers. 

R
Rank
Userlevel 1

I have the same address on both and it still doesn't work.

roofoz
R
Rank
Userlevel 1

managed to talk via online chat. operative could not access my account info because of covid19. just said I needed to wait for confirmation email. been 3 days already. you would think a simple acknowledgement wouldn't be difficult to set up.

roofoz
A
Rank
Userlevel 1

I've got the same problem. Trying to order a sim only, but getting stuck while the 1p is taking from my account.

Daniel 414
Rank
Userlevel 1

I'm having the same problem too, is there any other way to upgrade? 

09Conroys
Rank
Userlevel 1

The same has happened to me, my bank  approves transactions and then it takes me to an unable to process your order tab. Tried two different cards now

Robynlloydy
Rank
Userlevel 1

Hi @Deechar111 

Sorry about the issue you’re having with upgrading 

I have sent you a direct message with some further information. 

Regards,

Pav

 Im having the same issue. Is there anyway you could message me ? 

Hannahejklucinska
Rank
Userlevel 1

I am also having the same issue! I have tried on numerous occasions but still get the transaction failed pop up at the end. This is really frustrating as the upgrade is for a limited time offer which I don't want to miss out on

R
Rank
Userlevel 1

I have exactly the same problem. I have ordered 3 times now. the money goes out of the account but a dialogue box  comes up saying the information is incomplete and the website does not confirm the sale. What is being done about this. it looks like many others are having he same problem. Money has gone out of my account but ID has not confirmed the sale. A good way to fleece its loyal customers. what's  going on here and when do I get my money back?

 

roofoz
alexlaurennic
Rank
Userlevel 1

This is my second time posting on this thread - as you can see my original post was 26 days ago! The minimal correspondence I have received from idmobile is frankly shocking and I’m still yet to receive a resolution? I understand that communication may be limited at this time with Covid-19 but to have no updates or suggestions on how this issue is going to be fixed is horrendous. I’m left wondering whether I should choose to upgrade with another company with better customer service as there are mobile phone contracts elsewhere at a similar price - I have been a customer of idmobile for around 3 years and the way that myself (and all other commenters on this post) have been mishandled and shoved to the side is awful. 

H
Rank

@Will  I have triggered four credit checks but none of them seem to be sucessful. I have had no confirmation that anyone them went through ( i have even checked my spam and junk mail)

Mohammed
Rank
Userlevel 7
Badge +10

 

I have same problem get to payment section it completes then says there was a problem I checked my bank and 1p came out for every attempt 

Hello @Andrewarc11 

 

Are you using a card registered to the same account holder & billing address?

 

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Ryan
Rank
Userlevel 6
Badge +10

Hi @Tigs1966 & @Mounia,

I would recommend contacting our Live Chat Team here for further help with any new purchases as we can’t set these up here, sorry.

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
Tigs1966
Rank

I am having the exact same issues. Account and bank are both correct, bank details entered are correct, but it just fails at the last step . Help!!!!!

Tigs1966
Rank

I am having the exact same issues. Account and bank are both correct, bank details entered are correct, but it just fails at the last step . Help!!!!!

4 x01p have been taken from one bank account and another from a different account.....

Mounia
Rank

m also having the same issue! I have tried on numerous occasions but still get the transaction failed pop up at the end.

 

 

Ryan
Rank
Userlevel 6
Badge +10

Hi @Tigs1966,

Is your billing address given to us the exact same as the one that your bank has down for you? If it isn’t, this can cause verification issues when we check your details by doing the 1p payment.

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.

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