Having trouble with your iPhone? If you’re experiencing any of the following issues with iMessage and FaceTime:

• Your iMessages or FaceTime calls are coming from your temporary mobile number.
• You see an activation error message, such as:
  • ‘Waiting for activation’
  • ‘Activation unsuccessful’
  • ‘An error occurred during activation’
  • ‘This Phone Number Cannot Be Used by iMessage and FaceTime’

Don’t panic, we’re here to help:

Updating to the latest version of iOS provides the latest features, security updates and bug fixes.

1. Open Settings.
2. Tap General.
3. Tap Software Update.
4. If an update is available, tap Install Now or Download and Install.
5. If you see "iOS is up to date" - you’re good to go!

iMessage will only activate if the Date & Time is set correctly on your iPhone. Here’s how to double check:

1. Open Settings.
2. Tap General.
3. Tap Date & Time.
4. Make sure Set Automatically is switched ON.

In most cases, re-entering your Mobile Number on your iPhone can resolve issues with iMessage and FaceTime.

1. Open Settings.
2. Scroll down to Apps and tap Phone.
3. Tap My Number.
4. Enter your mobile number, using +44 instead of the first 0.
5. Tap Save.

This forces your iPhone to re-register your correct number with Apple's services.

1. Go to Settings > Apps > Messages and switch iMessage OFF.
2. Go back to Settings > Apps > FaceTime and switch FaceTime OFF.
3. Restart your iPhone completely (turn it off and on).
4. Once it's back on, go back to Settings > Apps and turn both iMessage and FaceTime back ON.

You might see a "Waiting for activation" message for a few minutes. This is normal. Check Settings > Apps > Messages > Send & Receive to see if your number has a tick next to it.

Sometimes, your phone can get confused if your SIM or eSIM from your previous network provider is still installed. Here’s how to check:

• If you used a physical SIM card with your old network:

  Turn off your iPhone, open the SIM tray, and ensure only your iD Mobile SIM is present.

• If you used an eSIM with your old network:

  Open Settings > Mobile Service. If you see an old eSIM profile from your previous network, tap it and then tap Delete eSIM.

• If you requested a replacement iD Mobile eSIM:

  We recommend deleting your old eSIM profile first, if you're able to. Don't worry if you can't do this (for example, if your phone was lost, stolen, or has already been reset).

Deactivating iMessage and FaceTime will unlink the number from your Apple ID.

1. Go to Settings > Apps > Messages > Send & Receive.
2. Tap your Apple ID (in blue at the bottom) and hit Sign Out.
3. Go back and switch iMessage OFF.
4. Repeat this for FaceTime: Go to Settings > Apps > FaceTime. Tap your Apple ID, sign out, and switch FaceTime OFF.

If you’re using a physical SIM card, remove your iD Mobile SIM, but pop your SIM tray back into your iPhone.

If you’re using an eSIM, open Settings > Mobile Service, select your iD Mobile eSIM, and switch the Turn On This Line toggle to OFF.

Now, force restart your iPhone:

1. Press and quickly release the Volume Up button.
2. Press and quickly release the Volume Down button.
3. Press and hold the Side Button (power button) until you see the Apple logo.

Once your iPhone restarts, connect to a stable Wi-Fi network and wait 30 minutes. After this time, re-insert your iD Mobile SIM or toggle your eSIM back ON.

The above steps should update the number on your Apple ID. You can check by going into Settings, selecting your Apple ID at the top of the screen, and tapping Sign-In & Security. The correct number should appear under Email & Phone Numbers.

1. Go to Settings > Apps > Messages and turn iMessage ON.
2. Tap Send & Receive and tap Use your Apple ID for iMessage.
3. Repeat this for FaceTime: Go to Settings > Apps > FaceTime and turn FaceTime ON.

As a last resort, perform a Network Settings Reset on your iPhone. Here’s how:

1. Open Settings.
2. Tap General.
3. Tap Transfer or Reset iPhone.
4. Tap Reset.
5. Tap Reset Network Settings.