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new contract instead of upgrade

  • 12 January 2022
  • 2 replies

I’ve upgraded to a new contract with a new phone number but I’m an existing ID customer. My account hasn’t automatically changed to the new contract, but still on the old one. How do I fix this? 

2 replies

Userlevel 8
Badge +9

Hello @Tanyawoods98,

It sounds like you have purchased a new contract instead of upgrading.

Upgrading simply replaces your plan in the app with a new one and keeps your same number.

New contracts are setup like a brand new customer and so needs it’s own account.


To resolve you would be able to return the new contract and then correctly upgrade the old plan via logging into the app/account and clicking My Account then Upgrade


If this is something you want us to do, please let us know and we’ll send you a PM to look into this further.




thanks for your reply. How would I create a new account for the new contract as I want to keep it? 




Why iD Mobile?