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Question

ID mobile app doesn't recognise my number even though i have been using it for a long time

Forum|Forum|14 days ago
September 17, 2026
6 replies
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I signed up to ID mobile nine years ago. I transferred an old number at the time but now I can't sign into the app. It only recognises the original number which I don't use and can't recieve the text messages to register anyway.

I have tried the Live Chat but they haven't been able to help me, so trying here instead.

Is there any way to sign into the app using my current phone number?

Thanks

App/MyAccount

Hosai W

iD Mobile Employee

Hi @ToffeeMonkey

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,
Hosai

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ToffeeMonkeyAuthor

New Contributor

Quick update on my question - I have not recieved any help and still can't log into my account. I started a new question topic to try and kick start a response

M

Marquerita T

iD Mobile Employee

Hi @ToffeeMonkey.

Thank you for your post. I am sorry for the trouble you've had trying to sign into the app.

This is likely happening because your account was originally registered using the iD Mobile number you were issued before your number transfer completed, so the app is still looking for that original number to verify you.

To fix this, the account will need to be deregistered and then registered again using your current number. This isn't something you're able to do from your end, so you'll need to contact us directly via https://www.idmobile.co.uk/live-chat and we can arrange the deregistration for you.

Once that's done, you'll be able to register the app again using your current number and receive the verification text as normal.

Thanks,

Marquerita

The iD Mobile Team

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ToffeeMonkeyAuthor

New Contributor

Thank you for the response. I contact the Live Chat team for a fifth time and they have said Technical Support will contact me within a couple days. Maybe that's progress.

Just so you know, I have cancelled my direct debit payment and refuse to pay until this matter is resolved. My bill is nearly 5 times the contract price. Refusing to pay seems like a valid response when you can't access your bills or account.

Hopefully tech support can help but time is running out. It's kind of exciting in a weird, depressing way.

Thanks

Gemma M

iD Mobile Employee

Hi @ToffeeMonkey,

I’m sorry to hear that you’re still waiting for this to be resolved, especially after contacting Live Chat several times.

As the matter has now been escalated to our Technical Support Team, we’d recommend allowing them the time advised to investigate and get back to you.

However, we would strongly advise against withholding payment or cancelling your Direct Debit while the issue is being investigated. If payment isn’t received by the due date, your account may fall into arrears, which could result in your services being temporarily restricted or barred. Continued missed or late payments could also have an impact on your credit file.

We completely understand why you’re reluctant to pay a bill that you’re disputing, but cancelling the Direct Debit could unfortunately create additional issues with the account while the original problem is being investigated.

For now, we’d recommend waiting for the Technical Support Team to contact you and continuing to raise any concerns regarding the disputed bill with the relevant team.

Regards,

Gemma M
The iD Mobile Social Media Team

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ToffeeMonkeyAuthor

New Contributor

Cancelling my payment felt like the only thing I could do after getting no where with customer support. It felt like screaming into the darkness. Things started to improve once I started telling iD that they weren't going to be paid, so I don't regret it. The ball is now in your court to resolve your issue. I can't sign into my account and can't update my direct debit payments, so please sort out the issues on your end and then I can pay.

Thanks

Neil