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Hi , I can't access my online account and mobile phone

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Hi, I can’t access my online ID account since this morning. My phone doesnot work and I do not recieve any one time passcode. 

2 days back I recieved an email that you successfully changed your email id , however, I have not requested a change of email and this email went into spam which I noticed today only. 

 

The customer service on chat couldn’t verify my details so they were unable to help me out. 

 

What shall i do to get my account back. 

We recieved a text saying your new sim activation in progress , however we have not requested a new sim and have not recieved it.

 

Please help.

 

Thanks

Best answer by charuani

Hi, 

 

Thanks for your response. I have finally sort out the issue for the time being and is posting the process for other users in the similar situation.

Indeed I’m a victim of fraud as the details of the account are nicely changed😡🤒. SICK!

It took me nearly whole evening yesterday to deal with customer service and this full morning 2-3 hours😥. 

So , ID customer service asked me to contact Action Fraud team (03001232040) to register the complaint and get the crime reference number and re-ring the customer service (08000492402). Without this customer service won’t help as they could not verify my details which is obviously changed by the fraudster.

 

With the crime reference number, explain the situation to customer service who would take the Crime ref. no. from you and raise the ticket to investigate. This process will go side by side. Which means the fraud prevention team will inform police and investigate (28 days process) and Customer service will investigate (30 days process). Once it is established that who is fraud: ID mobile has the power to close the other person’s account, refund any charges and give the same number back to you, if you want. 

 

For me, as I need a number I have ordered a new sim with new plan and new number. ID mobile wouldn’t give you the same number disputed until resolved.  

It’s better to get a monthly contract for temporary use rather than a longer plan. 

Once the investigation is completed in your favour you can close this temporary sim and re-activate your old number.

 

I hope this process is helpful for anyone who faces the same issue in the future.

 

Good Luck Everyone

Thanks Daz_S

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    3 replies

    Daz_S
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1628 replies
    • January 30, 2025
    charuani wrote:

    Hi, I can’t access my online ID account since this morning. My phone doesnot work and I do not recieve any one time passcode. 

     

     Hi there ​@charuani 

    From your description it sounds like a 3rd party has taken over your account - this would explain not being able to access the account via the online portal (lets ignore the app for now as this might be due to the minimum iOS changing recently) and that your phone no longer works.

    Has the ability to make and receive calls and texts stopped - does the phone display no service?

     

    charuani wrote:

    2 days back I recieved an email that you successfully changed your email id , however, I have not requested a change of email and this email went into spam which I noticed today only. 

     

    Do you mean you received an email stating your email address has been changed?

    Again if the email address has been changed to one you didn’t ask for this again points to a 3rd party gaining access to your account.

    If this is the case you really should make direct contact with your bank just in case this 3rd party has gained access to your bank details.

     

    charuani wrote:

    The customer service on chat couldn’t verify my details so they were unable to help me out. 

     

    That could be due to someone changing the details - this email you received did it give the new email address they say you changed it to?

     

    charuani wrote:

    What shall i do to get my account back. 

     

    You need to go to their live chat tomorrow and after filling out the required fields the very next thing you need to type is fraud - that will put you in direct contact with the right team

    (click on the above)

     

    charuani wrote:

    We recieved a text saying your new sim activation in progress , however we have not requested a new sim and have not recieved it.

     

    Please help.

     

    Thanks

     

    This also finally appears to show your account has been taken over. Contacting iD via the info in the above link should place a stop on further action. Note that link says to contact Action Fraud first. Getting iD to stop that other SIM from being sent out and stopping further costs on your account is a priority.

     

    If you have any issues in chatting to iD please come back on here and hopefully a member of staff will pick this up for you and act swiftly

     

    I'm just another customer. ***Only genuine iD Mobile staff have iD Mobile Employee after their name*** **Don't post your phone number or account details as these can be seen by anybody**
    C
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    • charuani
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    • January 31, 2025

    Hi, 

     

    Thanks for your response. I have finally sort out the issue for the time being and is posting the process for other users in the similar situation.

    Indeed I’m a victim of fraud as the details of the account are nicely changed😡🤒. SICK!

    It took me nearly whole evening yesterday to deal with customer service and this full morning 2-3 hours😥. 

    So , ID customer service asked me to contact Action Fraud team (03001232040) to register the complaint and get the crime reference number and re-ring the customer service (08000492402). Without this customer service won’t help as they could not verify my details which is obviously changed by the fraudster.

     

    With the crime reference number, explain the situation to customer service who would take the Crime ref. no. from you and raise the ticket to investigate. This process will go side by side. Which means the fraud prevention team will inform police and investigate (28 days process) and Customer service will investigate (30 days process). Once it is established that who is fraud: ID mobile has the power to close the other person’s account, refund any charges and give the same number back to you, if you want. 

     

    For me, as I need a number I have ordered a new sim with new plan and new number. ID mobile wouldn’t give you the same number disputed until resolved.  

    It’s better to get a monthly contract for temporary use rather than a longer plan. 

    Once the investigation is completed in your favour you can close this temporary sim and re-activate your old number.

     

    I hope this process is helpful for anyone who faces the same issue in the future.

     

    Good Luck Everyone

    Thanks Daz_S

    Daz_S
    1 person likes this
    • Daz_S
      Daz_S
    Daz_S
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1628 replies
    • January 31, 2025

    (I wasn’t aware of your reply as no email came through. But I happened to find the above reply)

     

    Glad to hear its all getting sorted out ​@charuani 

     

    And thanks for posting how they sort this out - this will be useful for future readers if they too become a victim of fraud.

    I'm just another customer. ***Only genuine iD Mobile staff have iD Mobile Employee after their name*** **Don't post your phone number or account details as these can be seen by anybody**

    Reply.


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