Community Member

cant access online account

Forum|Forum|1 month ago
August 11, 2026
1 reply
13 views

Hi my daughter has lost /had her phone stolen 2 months ago whilst on holiday in Tenerife. I have phoned numerous times to get a new SIM card but nobody seems to understand what I want. I can’t access the online account it’s saying the details don’t match . I have been down to curry’s to pick up a SIM card in person just to be told I have to do it online so I’m still having the same problem as I can’t get in the account . I have paid for the last two bills and my daughter hasn’t had no use out of it so I’ve now cancelled my direct debit as I’m paying it for nothing as I can’t get it sorted and now I am being threatened with debt collectors any advice.

Tashnieka D

iD Mobile Employee

Hi @Paul.8,

Thank you for getting in touch and for explaining what has happened. I’m sorry you’ve had to go through so much back and forth trying to get a replacement SIM for your daughter, especially after already paying the bills while the service hasn’t been usable.

As you’re unable to access the online account and need a replacement SIM, our Live Chat team will need to check the account and complete the necessary security checks before they can assist.

You can contact Live Chat here:

https://www.idmobile.co.uk/help-and-support/contact-us

Once connected, type “speak to human” or “agent” to request an advisor.

Alternatively, you can contact us through our official social media platforms, Facebook or Instagram, and send us a private message. The team can then check the account and advise you on the available options.

Thanks,

Tashnieka
The iD Mobile Team