Can’t login to app or website as it say invalid username/password

5 replies
453 views

I have also set up FaceId which is also now not working with error number ApiError 6

This topic has been closed for replies.

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Michael Z

iD Mobile Employee

Hi @sgmobile1

Sorry to hear you're having trouble logging into the app or website.

Have you tried using the ‘Forgot Username’ or ‘Forgot Password’ option to reset your details? That usually helps resolve most login issues.

Let us know if you’re still having problems, we’re here to help.

Best regards,
Michael Z

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

S

sgmobile1Author

New Contributor

Yes, I have tried that twice but the email never arrives.

i did change my email back in Feb and verified my account and I get my bills sent to the new email address, so not sure why the forgot password email never arrives. I even tried my old email address but no luck there either.

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Michael Z

iD Mobile Employee

Hi @sgmobile1

Thank you for your message. The best next step would be to get in touch with us directly so we can try to reboot your online account and escalate the issue to our tech team if needed.

Please feel free to reach out via our social channels (Facebook or Instagram), Live Chat, the Community, or email us at socialqueries@idmobile.co.uk
with the details of your query. We’d really appreciate the opportunity to help resolve this for you.

Michael Z

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

S

sgmobile1Author

New Contributor

I thought that was what I was doing. Can you tell me how to get to Live Chat please?

Thanks

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Nadia W

iD Mobile Employee

Hi @sgmobile1

Here is the link to our live chat.