I cant access my account

Forum|Forum|6 months ago
February 12, 2026
5 replies
164 views

When I log into the account with my email & password, I get a message saying

"This plan has been disconnected.

You can now access limited app features, like viewing your previous bills and payment history"

But the account is active, works and continues to take the DD fine. I also can't view previous anything!

Best answer by WelshPaul

Your current active number was previously associated with a cancelled plan. You probably ported it out and back at some point and your account is now linking to that old plan rather than the current one. The only option is to raise this issue with a live chat agent.

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

WelshPaul

Platinum  Contributor

This occurs because your online account is linked to an old plan that’s now closed and not the new one you recently started.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

E

Emma_MoodyAuthor

New Contributor

Thanx, I did have an old account but I thought it was on a different email. Do you know how I gain access??

E

Emma_MoodyAuthor

New Contributor

Also it's not new?? I've had it for a couple of years but did used to have access until about the last 6 months?

WelshPaulAnswer

Platinum  Contributor

Your current active number was previously associated with a cancelled plan. You probably ported it out and back at some point and your account is now linking to that old plan rather than the current one. The only option is to raise this issue with a live chat agent.

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

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

M

Marquerita T

iD Mobile Employee

Hi @Emma_Moody If this is the case, please use a different email address that is not linked to the old, disconnected account, and register again to see if it shows the same disconnected plan.

Your current active number was previously associated with a cancelled plan. You probably ported it out and back at some point and your account is now linking to that old plan rather than the current one. The only option is to raise this issue with a live chat agent.

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

~Marquerita

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