Hi Only moved to ID Mobile this week. I have an issue I would like some help on. I transferred my number using a PAC code. I am receiving calls on my correct number. I can also send texts outwards. However the number coming up on the other persons phone. is the number on the sim when I was sent the account. That number cannot be rang or texted but tells the person the incorrect number. Using a RedMi note9 phone. Also cannot receive texts from Ebay UK or Instagram. Any ideas please

Can someone please explain, in basic idiot-proof terms what I need to do about this as I am at my wits end. Switched to ID mobile, transfer went through on 20th November Data is working fine. Texts work fine. Confirmed that the phone is not “locked” to the previous network Sim card is recognised Have rebooted phone multiple times Spent an hour on the ID chat help but I don;t think they fully understood the rpoblem and suggested I take the device to the nearest Carphone Warehouse. There’s nothing wrong with the device. It’s recognising the SIM. I have data. I just can’t use my phone as - you know - a phone. Having browsed the community this seems to be a common problem, but, maybe I’m unusually stupid, but I don’t understand any of the instructions for resolving it. Has anyone found a way of resolving this problem that doesn’t require an advanced degree in computer science? I need to be able to use my phone to make actual calls ASAP.

Several months ago, my new mobile Service Provider, Smarty (who I’d signed up with a couple of months previous), emailed me to let me know that my mobile would likely not work after the 3G switch off as it does not correctly support their hardware’s configuration for VoLTE, and that I should consider switching to a new Service Provider, or purchase a new phone. In anticipation of this, I scouted around for a new comparable deal, and came across iD Mobile. I could see that they ran on the Three network, so to be sure, I spoke to an agent and asked. For posterity, below is an extract of the conversation I had with the iD Mobile agent. You: I have a Xiaomi Redmi Note 8 Pro and I am currently with Smarty. I've been advised that 3G will be switched off in less than two weeks and when it does, my phone will not be supported, because even though it supports VoLTE, and configuration issue on Smarty's side means my phone is not supported. I also read that ID mobile is likely to have a similar c

Hello All I'm wondering if the Doogee note 59 pro Will work on ID Mobile network I have network frequency s from Doogee Dear Customer Thank you for your interest in our products. Our product Note59Pro has two card slots, which can support Nano SIM + Nano SIM OR Nano SIM + TF card, and also supports the following network bands: GSM:B2/3/5/8 WCDMA:B1/2/4/5/8 TDD:B34/38/39/40/41 FDD:B1/2/3/4/5/7/8/18/19/20/25/26/28A/28B/66 NR:N1/N3/N7/N8/N28/N38/N41/N77/N78 You can use this basic information to get in touch with your carrier to enquire about compatibility and to check if there are any restricted IMEIs to ensure that you can use this device with the appropriate carrier. If there is anything else you would like to know, please feel free to contact us. Good luck! DOOGEE Customer Support Any help would be much appreciated

Hello I have a Xiaomi Redmi Note 10 5G phone that I brought slightly over 2 years ago. I have always used it with ID. Now ID have switched off the 3G network I can't make any calls. Searching online it appears this model should be compatible with the 4G calling but the option to switch it on is not there. Is this an ID problem? Is there anyway I can actually still use my phone on ID or am I going to have to switch network? Phone is still perfectly good working order so seems unnecessary to fork out for a new one. And mine is supposed to be 5G enabled so why does it stop working when 3G switched off? Thanks

I upgraded my phone on a couple of weeks ago and i need an invoice containing: product model name, retailer and date of purchase to claimmy notebook. No invoice was emailed at the time of upgrade just a confirmation email. There is also no documents in my online account I can use. How do I get an invoice?

My ID Mobile account number 12703826 was disconnected few mo ths back. Why it is yet not closed?

Your phone bill has a breakdown of everything you have been charged for. Here you can understand what the different types of charges are and how much they cost: Please note: If you’re a Pay Monthly customer, check out this Community article for more helpful information. What are the different charges I might see on my bill? Contents: Standard out-of-plan charges. Non-geographic calls. MMS (Multimedia Message Service). Roaming charges. International charges. Freephone numbers. Calls to Emergency services. Text or call shortcodes. Non-standard 07 numbers. Channel Islands and Isle of Man. Premium rate numbers. Other numbers. Other charges. I’ve got a question about my bill. What should I do? Standard Pay as you Go charges. If you use your phone when you’re in the UK or one of our 50 Roam Free destinations, the following charges will apply for standard usage: Type Charge Calls. Calls to standard UK mobile numbers, numbers starting 01, 02, 03, numbers based in the Channel Islands or Isle of

Looking to delete an old eSIM? Here’s everything you need to know: How do I delete my eSIM? Tap ‘Learn More’ and follow the steps for the phone you’re using: iPhone. Open Settings. Tap ‘Mobile Service’. Tap ‘Delete eSIM’. Tap ‘Delete eSIM’. Samsung Galaxy. Open Settings. Tap ‘Connections’. Tap ‘SIM card manager’. Tap the eSIM you’d like to delete. Tap ‘Remove’. Follow the on-screen steps. Most other Android phones. Open Settings. Tap ‘Network & internet’. Select ‘SIMs’. Select the eSIM you want to remove Tap ‘Erase eSIM’. Please note: Deleting your eSIM does not cancel your iD Mobile plan. To continue using the plan, you must get a replacement eSIM. Alternatively, log in to the iD Mobile App to cancel your plan.

Add-ons are a handy way to top up your data and steer clear of any out-of-plan charges. We’ve got a range of options to suit your needs: What is a Roam Beyond Add-on? If you’re planning to travel to the following destinations: Albania Australia Canada Egypt Hong Kong India Mexico Morocco New Zealand Qatar South Africa Switzerland Thailand Turkey USA We’ve got you covered with our great value Rest of World Data Add-ons, starting from just £3.50 a day. You can choose from a range of options to suit your needs: 2GB for £5 for 1 day. 10GB for £20 over 5 days. 20GB for £35 over 10 days. So, whether you’re exploring the streets of New York, hiking in New Zealand, or working remotely from Mexico, you’ll have all the data you need to stay connected. Roam Beyond Add-ons can be purchased anytime in the iD Mobile app or My Account Online, simply view the instructions linked in the article below. Please note: It’s best to buy your Add-on before you travel, while you’re still in the UK, to avoid an

Please note: (RESOLVED) We’re pleased to confirm that the technical issue affecting payments in the iD Mobile app and my.idmobile.co.uk is now resolved. Updates: 15th July: 11:00 - We’re pleased to confirm that the technical issue affecting payments in the iD Mobile app and my.idmobile.co.uk is now resolved. Thank you for your patience and we apologise for any inconvenience caused. 10:20 - We're aware that some customers are currently unable to make payments via the iD Mobile app or my.idmobile.co.uk. Our technical teams are working hard to resolve this issue as quickly as possible. In the meantime, you can still make a payment using our Automated Telephone Services: Dial 7777 from your iD Mobile phone Or call 0333 003 7777 from any other phone We apologise for the inconvenience and appreciate your patience. 09:30 - We’re currently experiencing a technical issue which means some customers may be unable to make payments in the iD Mobile app or on my.idmobile.co.uk . Please bear with us,

If your phone is running slow or not working correctly, there are several steps you can take to diagnose and potentially fix the issue. Here’s some helpful tips: Android. Restart your phone. A quick restart can give your phone a speed boost by clearing out background apps and freeing up memory. It also helps clear temporary files and cached data that can slow your phone down. Check for software updates. Updating your old Android phone can give it a performance boost with optimisations, bug fixes, and the latest security patches. Plus, it ensures your apps stay compatible and run smoothly. Check out the article below for more information: Managing storage. To keep your phone running smoothly, free up storage by clearing out old files, and transferring photos and videos to the cloud. Don’t forget to clear app caches regularly for an extra boost. Streamling apps. Speed up your old Android phone by disabling unused pre-installed apps, limiting background processes, and turning off animatio

Discover everything you need to know about Pay as you Go plans, how to do it and how much it can cost with help from iD Mobile. Not registered for the iD Mobile app? Check out this helpful community article to get started. How do I purchase a plan for my Pay as you go SIM? To purchase a plan for your Pay as you Go SIM in the iD Mobile app or My Account online, you can: Open the iD Mobile app or log-in to My Account Online. Tap ‘Purchase a plan’. Tap an available plan which best matches your needs. Tap ‘Continue to payment’. Confirm your payment method and billing address. Tap ‘Confirm’. Enter your Card Number, Expiry Date and CVV. Tap ‘Submit’. That’s all set up! Tap ‘Done’. Please note: Our Live Chat team are unable to process payments to purchase a plan.

Cancelling your Pay as you Go SIM is easy, you can do it anytime. Here’s how: How do I cancel my Pay as you Go SIM and keep my number (PAC)? To switch to another network and keep your number, request a PAC from us and give the code to your new provider. They'll handle the rest. Via Text. Using your iD Mobile SIM, text PAC & your Date of Birth (DDMMYY) to 65075. In the iD Mobile app or My Account Online. To request a PAC for your Pay as you Go SIM in the iD Mobile app or My Account Online, you can: Open the iD Mobile app or log-in to My Account Online. Tap ‘Plan’. Tap ‘Leave iD’. Tap ‘Get PAC code’. Tap ‘Yes, proceed’. Live Chat. The quickest way to request a PAC is via text or in the iD Mobile app, but if you’re experiencing issues, simply chat to us. Please note: You can’t take any unused credit with you and cancelling means you’ll lose it. How do I cancel my Pay as you Go SIM and ditch my number (STAC)? To switch to another network and ditch your number, request a STAC from us and gi

If you have purchased an additional plan by mistake instead of an Upgrade, you’ll need to initiate a return. You can find out more in the article below: Please note: You cannot transfer your mobile number from one iD Mobile plan to another.

Looking to change your plan? Here’s everything you need to know: What’s the difference between a Plan Change and an Upgrade? A plan change lets you choose a different monthly cost and set of allowances, without changing your phone. Whereas with an upgrade, you can change your plan and get a brand-new phone. Check out the article below for information about Upgrades: Can I change my plan? You can change plans after 30 days. However, if you’re a Pay Monthly customer, you cannot change to a plan that is cheaper than your original plan, as you still have to pay off the remaining balance for your phone. You can swap to a plan that includes more data at a higher cost – and if it doesn’t work out for you, you can change back to your original plan (as long as it is still available). You’ll also have to meet all of the usual eligibility criteria, such as: You’ve been with us for more than 30 days. You haven’t changed plans within the last 31 days. You have an active direct debit with us. You do

If you’re currently abroad and unable to Roam, don’t panic! Follow the steps in this guide to get back on track: What do I need to do? Tap ‘Learn More’ and follow the steps for the phone you’re using: I’m using an iPhone. Turn off ‘Airplane Mode’. It’s an obvious one, but it’s a good place to start. If you’ve done the right thing and turned on airplane mode when you set off on your journey, don’t forget to switch it back off! Here’s how: Open ‘Settings’. Set the ‘Airplane Mode’ toggle to OFF Enable Roaming. You need to check that Roaming is enabled on your iD Mobile plan AND in your phone settings. To enable Roaming in the iD Mobile app or My Account Online, you can: Open the iD Mobile app or log-in to My Account Online. Tap ‘Plan’. Scroll down. Tap ‘Manage your iD services’. Enable the ‘Roaming’ & ‘International’ toggles. Then on your iPhone, you can: Open Settings. Tap ‘Mobile Services’. Tap ‘Mobile Data Options’. Check that ‘Data Roaming’ toggle is turned on. Force restart your iPho

If you can’t use your mobile data on your phone, follow these steps to get back on track: What do I need to do? Tap ‘Learn More’ and follow the steps for the phone you’re using: I’m using an iPhone. Enable Mobile Data. It might seem obvious, but ensure Mobile Data is enabled in your settings. Open ‘Settings’. Tap ‘Mobile Service’. If you have 1 SIM or eSIM installed, ensure the ‘Mobile Data’ toggle is turned ON. If you have multiple SIMs or eSIMs, tap ‘Mobile Data’, then tap your iD Mobile SIM. ​Make sure your iPhone software is up to date. Here’s how: Open ‘Settings’. Tap ‘General’. Tap ‘Software Update’. If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information. If you see ‘iOS is up to date’ - you’re good to go! If you’ve confirmed that your iPhone is updated, yet can’t use your mobile d

If you can’t send or receive texts (SMS) on your phone, follow these steps to get back on track: What do I need to do? Tap ‘Learn More’ and follow the steps for the phone you’re using: I’m using an iPhone. ​Make sure your iPhone software is up to date. Here’s how: Open ‘Settings’. Tap ‘General’. Tap ‘Software Update’. If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information. If you see ‘iOS is up to date’ - you’re good to go! If you’ve confirmed that your iPhone is updated, yet can’t send or receive texts (SMS), follow these steps to get back on track: Re-enter your Mobile Number. In most cases, re-entering your Mobile Number on your iPhone can resolve issues with texts (SMS). Open ‘Settings’. Tap ‘Apps’. Tap ‘Phone’. Tap ‘My Number’. Enter your mobile number, using +44 instead of the firs

Having trouble making or receiving calls? We know that's frustrating, but don't worry! Here’s 5 steps to to help get you back on track: Please note: This article applies to standard phone calls. If you're experiencing issues with services like FaceTime, Messenger, or WhatsApp, we suggest visiting their support pages. Step 1 - Essential Checks. Before diving into troubleshooting, do these essential checks. They can often resolve common calling issues or identify what could be causing the problem: Your phone MUST have 4G and 4G (VoLTE) enabled to make calls. First, confirm your phone is on our list of approved handsets . If it’s not on our list, you’ll need to upgrade your phone to a supported model. If it is, follow the steps below to check 4G and 4G (VoLTE) Calling are enabled: I’m using an iPhone: Enable 4G and 4G (VoLTE) Calling: Open ‘Settings’. Tap ‘Mobile Service’. Tap ‘Mobile Data options’. If you have a 5G capable iPhone, tap ‘5G Auto’ or ‘5G On’. If you have a 4G capable iPhone

If you’ve left iD Mobile but had previously registered for the iD Mobile app, you can still access your account for up to 6 months after your disconnection date. During this time, you’ll be able to view and download your bills as usual. Please note: After 6 months, you’ll no longer be able to access your account. Check out the Community article below for more helpful information:

Here you’ll find out how to change your login email for the iD Mobile app. Not registered yet? Check out this Community article to get started. Please note: Updating your login email will not update the email associated with your plan. If you’d like to update this, check out this Community article for more helpful information: How to change your login email in the iD Mobile app. To change your login email in the iD Mobile app or on my.idmobile.co.uk , you can: Open the iD Mobile app or log-in to my.idmobile.co.uk . Tap ‘View your plans’. Tap the green pencil for the plan you’d like to edit. Tap on ‘Edit login details’. Tap on the green pencil in the ‘Login email’ section. Enter the email address you'd like to use for the iD Mobile app. Tap ‘Save changes’. Tap ‘Log out’.

You’ll need to pay your outstanding balance in full before you’ll be reconnected. Once your payment has processed, it can take between 2 and 24 hours for your services to resume. If it’s been more than 24 hours and you’ve still not been reconnected, try restarting your phone. Please note: Our Live Chat team are unable to speed up the reconnection process.

All phones provided with an iD plan go through extensive testing in order to ensure they are compatible with our network. If you are using a phone we didn’t supply then it may not be approved and your ability to use iD services may be affected. How do I know if my phone is approved? You can use our handy list to find out if your phone has been tested and is compatible with the iD Mobile network. Please note: This list assumes the phone is a UK model, is unlocked, and isn’t running any custom or network-specific firmware. Brand Model 4G (VoLTE) Calling Wi-Fi Calling Alcatel 1 Yes Yes Alcatel 1S Yes Yes Alcatel 1X 2019 Yes Yes Alcatel 1 (2021) Yes Yes Alcatel Alcatel 1S (2021) Yes Yes Alcatel Alcatel 1B Yes Yes Alcatel Alcatel 1B (2022) Yes Yes Alcatel 3 (2019) Yes Yes Alcatel 3L Yes Yes Alcatel Alcatel 3L 2021 (6056H) Yes Yes Alcatel TCL 30 SE Yes Yes Alcatel TCL 306 Yes Yes Alcatel TCL 403 Yes Yes Alcatel 3082X Yes Yes Apple iPhone SE 2022 Yes Yes Apple iPhone SE2 Yes Yes Apple iPhone

Contents: Using the iD Mobile app. Using our automated telephone service. The easiest way to pay bills is by Direct Debit. However, if you’d prefer to make manual card payments, you can do this with a UK credit or debit card in the iD Mobile app, on my.idmobile.co.uk , or using our automated telephone service. We accept Mastercard and Visa for card payments, but unfortunately, we do not accept American Express. Here’s everything you need to know: Using the iD Mobile app. To make an outstanding payment with a debit or credit card in the iD Mobile app or on my.idmobile.co.uk , you can: Open the iD Mobile app or log-in to my.idmobile.co.uk . Tap ‘Bills’. Tap the Outstanding Balance message. Select whether to pay in full, or pay a custom amount. Tap ‘Continue to payment’. Confirm the amount you’re paying and the billing address. All good? Tap ‘Make payment’. Enter your Card Number, Expiry Date and CVV. Tap ‘Submit’. Once you’ve entered your card details and the payment is successful, tap ‘