Skip to main content
Question

Cannot cancel contract as I don't have access to the phone and never finished creating account

  • June 6, 2026
  • 2 replies
  • 19 views
J
Community Member

I would like to cancel my contract as it is now complete

I never fully completed setting up an account and didn’t link the phone number

The phone was stolen so I no longer have access to it and therefore cannot link it
to my account in order to cancel it

When I receive emails from iD it does show that I have an account and displays 
the last 4 characters of the account number

I am unable to finish linking the account to the phone number as I no longer have access
to it and cannot respond to the one time passcode text

How can I resolve this

Thanks

 

    2 replies

    Decembersangel72
    Gold Contributor
    Forum|alt.badge.img+16

    Hi ​@JackCanv 

    your best option is to contact an advisor via Live Chat  (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-
     

     https://www.idmobile.co.uk/live-chat

    When you contact the Live Chat :-

    Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

    Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
     

    You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)  

    iD Mobile social media accounts:-


    or email socialqueries@idmobile.co.uk.

    Good luck x

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      Owethu M
      iD Mobile Employee
      Forum|alt.badge.img+9
      • Owethu M
      • iD Mobile Employee
      • June 8, 2026

      Hi ​@JackCanv, 

       

      I've just sent you a private message to help get this sorted.


      To find it, click your profile picture in the top-right corner and select ‘Private Messages’.


      You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview


      I'll speak to you there.


      Thanks.

      Owethu

        Not the answer you were looking for?


        Create a new topic and ask a question to the iD Community.


        Create a topic
        Perk up! Enjoy epic discounts, offers and savings from big-name brands, with the all-new iD Perks.
        Terms & ConditionsAccessibility statement