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Question

Received email stating a payment is unpaid and unable to access my account

  • September 27, 2021
  • 2 replies
  • 68 views

Brian Nelson Waters
Community Member

I have today received an email from ID Mobile saying “You have an outstanding balance to pay” the amount requested is my regualr monthly payment which is paid by direct debit on the 27th of the month, which is today. Reviewing my bank I can see that the direct debit has not been paid, and has not been called for even though the DD is still active. There are sufficient funds available to make the payment, but the DD has not been taken. This email which I have received is threatening to disconnect the phone service. The payment was only due today! Thats a bit premature. I then tried to access my account on ID Mobile, but getting Gateway Timeout and unable to access my account to seen whats going on there. Seems like a number of other people are getting the very same thing with their accounts today and yesterday. Can someone from ID Mobile please just deal with this issue with a communication. If everyone is getitng this because something has gone wrong then instead of threatening us with disconnection, someone should be advising us what the problem is. Can anyone confirm what’s going on? 

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2 replies

  • Community Member
  • 0 replies
  • September 27, 2021

would be good if id mobile could answer wouldn`t it , they obviously have a big IT issue going on


Ryan D
iD Mobile Employee
  • iD Mobile Employee
  • 4571 replies
  • September 28, 2021

Hi @Brian Nelson Waters,

We are sorry for this. We have experienced an issue affecting customers not able to log in along with billing demands being sent in error.

More information can be found here: 

https://community.idmobile.co.uk/announcements-16/customer-notice-id-mobile-app-is-unavailable-for-some-customers-45621


Ryan