Hi ​@Dkdj61,

Thanks for getting in touch. I'm sorry to hear you're having trouble accessing the iD Mobile app.

As you've already tried reinstalling the app, performing a hard reset, using both Wi-Fi and mobile data, and confirmed that Show Borders isn't enabled, we'd like to investigate this further.

To help us do this, could you please let us know the following:

• The make and model of your device
• The software version your device is currently running
• The version of the iD Mobile app installed
• When the issue first started
• Whether the app freezes after the Face ID prompt or if it closes completely
• Whether you're able to log in to your account via the iD Mobile website instead of the app
   

Once we have this information, we'll be able to advise on the next steps or raise the issue with our Technical Team if required.

Thanks, 

Tashnieka