I can't log in online or with the app

You need to use the iD online Live Chat service, to speak to a customer adviser ​@Sarah RRR 

The advisers work until 9pm on weekdays - just tell the 24/7 chatbot you’d like to “talk to a person”. ​​

Hello ​@Sarah RRR 

Thank you for getting in touch. 

We are sorry to hear you are experiencing issues with the app. 

Have you previously registered for an online account via a browser?

A common cause for information not matching is the name so please do make sure this matches what is on the account. 

Thanks, 

Nat 

I have tried all possible versions of my name you may have. I had been logged in ok on the app before the update.

Thank you for confirming. 

We can send you a private message to look in to this further but before we do this, can you please delete the app and app data on the handset and then reinstall? 

If this does not help, we will pop you over a message. 

Thanks, 

Nat 

I've just tried that and it doesn't help.

Thank you ​@Sarah RRR 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

Nat