app not working due to having a old account with same number

Forum|Forum|7 days ago
September 24, 2026
1 reply
7 views

Hi,

I recently renewed my iD Mobile subscription using the same mobile number that was linked to my previous account.

The problem is that my old account is still showing against that number, and the system won't allow me to register the number on my new account. Because of this, my new account isn't showing or accessible to me.

You are still taking my Direct Debit payment each month, but I currently have no access to the account or subscription that I'm paying for.

Could you please look into this and link my mobile number and subscription to the correct account, or advise me how I can access the account I'm actually paying for?

I don't want to cancel or take out another subscription — I simply need access to the service I'm already paying for.

Thanks, Lee

M

Marquerita T

iD Mobile Employee

Hi @Airlinedavis.

Thanks for flagging this. I am sorry for the confusion and inconvenience this has caused. I can understand how worrying it is to be paying for a service you can't access.

This sounds like your old account is still holding the registration on that mobile number, which is blocking your new account from linking properly. To get this fixed, we'll need to unregister the old account on our end so that your number can then be registered against your new account.

Could you please reach out to us directly via LiveChat; https://www.idmobile.co.uk/live-chat so we can get this looked into and resolved for you as quickly as possible?

Thanks,

Marquerita

The iD Mobile Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.