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Your iD Account & App.

Got a question about the iD Mobile app or My Account online? Ask it here!

  • 361 Topics
  • 1,075 Replies
361 Topics
M
Civilian
MaialockhartCivilian
asked in Your iD Account & App.
FRAUDULENT ACCOUNT

Hello. I have had fake 'direct debit' set up letter confirmation sent to me with incorrect details and I have never opened up an account with ID mobile, this is pure identify fraud. I received two letters from ID mobile and I would like someone to contact me regarding launching an investigation about this to stop further letters. I have reported it with action fraud and have a reference number. 

1
Tom
iD Mobile Employee
1 month ago
M
Civilian
matth76Civilian
asked in Your iD Account & App.
Unable to use app nor access my account - goes round in a loop asking to create new account

Morning everyoneI have been an ID Mobile customer for 18 months (I am on a monthly contract with large data allowance) and don’t often use the app but am going to France next week so wanted to follow ID Mobile’s instructions to turn on data roaming which apparently they say I have to turn on inside their app (with all other networks I have just done this simply on my phone) but anyway I wanted to check my app and data allowance as I haven’t logged in for a long time, and it appears they have updated their app as I get presented with a message when I open the app saying “say hello to the new iD Mobile app” and requiring all existing customers to re-register and to “create account”, to access my iD online account, which I do, but each time after clicking the create submit button it goes back to the create account page again.  All fields are filled in and it is a strong password meeting all the criteria (it is not a spam/phishing site as it is all direct from within the official iD Mobile

1
Tom
iD Mobile Employee
1 month ago
S
Newbie
SallyjhollowayNewbie
asked in Your iD Account & App.
my mobile number isnt recognised on app

 Hiwhen I try to log on the app does not recognise my details.when I add in my mobile… I’ve seen this appears to be a common issue.please advise.thank you

1
Tom
iD Mobile Employee
1 month ago
R.Max
Newbie
R.MaxNewbie
asked in Your iD Account & App.
log in

My problem is your SIM is in a router in my motor home and you have just updated your app which means I have to re log in. To do this I have to receive a code generated by you to complete the process. Because you are sending the code to the SIM that is in a router I will never be able to complete the process because I cannot see the code. Is it possible to generate a one time code I can then use to complete the log in to the app without having to start removing SIM cards?  

8
Tom
iD Mobile Employee
1 month ago
S
Civilian
stokie69Civilian
asked in Your iD Account & App.
Swapping from contract to ESIM

Hi,2nd question of the day! 😀Having come to the end of my 24 month contract I opted for a SIM/ESIM only deal that is now activated and seems to be working fine. Do I now need to stop my old contract or will EMobile do that for me? I obviously do not want both contracts to be active/paid for at the same time!Thanks, Chris. 

1
Tyler
iD Mobile Employee
1 month ago
Bob Jenkinson
Newbie
Bob JenkinsonNewbie
asked in Your iD Account & App.
iD nuisance messages

Does anyone else think that all these contacts from iD mobile are meaningless and unnecessary?I joined ID recently and they are starting to become a nuisance.Am I the only one that feels like this?

1
Tom
iD Mobile Employee
1 month ago
I
Newbie
IDchuzzlewitNewbie
asked in Your iD Account & App.
Can't add phone number to new online account

I’ve had 4 numbers (for myself and various family members) for many years. They were all paid for by me and under my name.I now just have 2 numbers with ID; my wife and daughter.I’ve created a “new” online account successfully, but I can’t add either of their numbers. I’ve tried using name/DOB for me, my wife and my daughter, but it says “details not recognised” in all cases.  Previously I had a separate online logon for each phone number, which was a bit awkward but worked.Sounds like I’m not alone. Please could you advise how to proceedRegards,Martin Wilkinson 

3
Matthew T
iD Mobile Employee
1 month ago
Brittany Lysette
Civilian
Brittany LysetteCivilian
asked in Your iD Account & App.
incorrect data allowancw and plan updage

I just upgraded to a new ID Mobile plan which was suppose to have unlimited data, and I have instead been given 10GB. 

1
Tom
iD Mobile Employee
1 month ago
J
Newbie
JR59Newbie
asked in Your iD Account & App.
Where are "services"?

In an email about roaming it advised to check that it was on. It says to go to the ID app and open the Services section. But there is no services section…...

5
Tom
iD Mobile Employee
1 month ago
T
Civilian
TomTom15Civilian
asked in Your iD Account & App.
unable to add ID mobile number to access account

Hi, I am trying to log into the app and website, registered fine, get the next page asking to add my mobile number. It just spins and then errors out saying something went wrong, please try again. During this period I get a text with a verification code, so clearly something is going on back end, but page isn't progressing.From looking around this seems like it may be part of a known issue which is ongoing for 2 months now. Is that correct? Or has it all been fixed and something else is wrong with my account?     

9
Tom
iD Mobile Employee
1 month ago
D
Newbie
davcoll46Newbie
asked in Your iD Account & App.
'Sorry, your details do not match our records' error when I add a plan to the iD Mobile app, what do I do?

Unable to log onto the app or my account on Windows, just keep getting this error message and suggestion I check the details, which are correct

5
Tom
iD Mobile Employee
1 month ago
Liz Clack
Newbie
Liz ClackNewbie
asked in Your iD Account & App.
registering a lasting power of attorney

Hi, I need to register a power of attorney for my mother as she can no longer manage to do things for herself.  How do I go about this.  I need to change the email address which she has registered as that account is being closed soon.

3
Matthew T
iD Mobile Employee
1 month ago
S
Newbie
StuartHoggNewbie
asked in Your iD Account & App.
app

Is there any reason why I can no longer see unbilled usage in the new app. Same issue occurs on both Android and iOS.I can no longer find this post update so if it’s still there I’d be grateful if you can confirm how I find it.Stuart

3
Matthew T
iD Mobile Employee
1 month ago
R
Newbie
RhysT11Newbie
asked in Your iD Account & App.
ID not updating my credit file.

I had an account that was in default (impossible to get in touch with ID resulting in me not being able to change my bank details) I’ve since cleared the amount (may 1st 2024) and my credit file still has not been updated. I’m looking to get a mortgage and it’s ruining my chances of doing so. I’ve attempted to get in touch and have ID update my account to equifax, Experian etc however it’s been to no avail. Nobody seems to be able to help when I do eventually get to speak to someone. This is hands down the worst customer service I’ve ever had to deal with. And ID know it because they have no phone number option to speak with them, live chat is your only chance and they aren’t helpful… at all! 

3
Matthew T
iD Mobile Employee
1 month ago
W
Newbie
Wesley LauNewbie
asked in Your iD Account & App.
ID Mobile changed my plan wqithout asking me

I continued with a new plan on June 5 after 2 years with ID Mobile, switching to a 30GB plan. I was constantly monitoring my data usage to see if I needed more data allowance. About 4 weeks ago, I noticed my data plan had been changed to 10GB, and all the leftover data from my previous plan, which was about 150GB, had been taken away.I asked a question in the live chat, and the agent reassured me that my plan should be 30GB and that there could be some problem with the app. I read on the forum that this could be the case, so I left it. About a week ago, the app showed I had a 30GB plan, so I thought everything was fixed. However, about 4 days ago, I received a message saying I had used up 80% of my data. Two days ago, when I was driving, I received a message saying I had used up 100% of my data.I went back to the live chat. This time, the agent was a bit more helpful; she said she found the problem and sent it to the team to resolve. Two days have passed, and when I went back to the li

2
Tom
iD Mobile Employee
1 month ago
R
Newbie
Rooster51Newbie
asked in Your iD Account & App.
Adding another phone number on app

Can't add my sons details to new app, telling my details are incorrect 

7
Tom
iD Mobile Employee
1 month ago
R
Newbie
Ratz1809Newbie
asked in Your iD Account & App.
'Sorry, your details do not match our records' error when I add a plan to the iD Mobile app, what do I do?

I can’t log in to my id account. Keep getting details don’t match

3
Tom
iD Mobile Employee
1 month ago
David P
Civilian
David PCivilian
asked in Your iD Account & App.
adult Filter will not turn off

Hello. I’m new to ID, trying to turn off the adult filter. Gone to the app and toggled the feature and saved. Reset the phone and waited……….. nope. Went back into the app and it’s back on!!! I’ve also tried doing it via a web browser. My phone has no other restrictions set. It’s an ID issue, please help. Tried the live chat and they also failed. 

1
Matthew T
iD Mobile Employee
1 month ago
S
Civilian
SofaPandaCivilian
posted in Your iD Account & App.
iD-Mobile New Account / App confusion

I’m on an unlimited plan so I haven’t accessed the app or my account in over a year. I only looked at the app today since I needed to update my email address. Old app said it was experiencing a high number of users and wouldn’t let me sign in with my PIN and the new app update shows the most 1-star reviews I’ve ever seen on the Google Play store. Due to login issues, I had no choice but to update only to get asked to re-register. Same thing though the website - please register. Why should I have to register a new account when I already have one? I’ve no idea why and anyone from iD Mobile who claims that a new app requires a new account is talking nonsense. My old account (connected to my old email address) has been continuing to receive email notifications since I joined iD Mobile without issue, so the account was never deleted or anything. I’ve no idea what happens to that old account or how to connect to it.So I’ve registered my new email address and created a new account. It shows m

1
Matthew T
iD Mobile Employee
1 month ago
Richard Talbot
Newbie
Richard TalbotNewbie
asked in Your iD Account & App.
£85 cashbank from ID mobile

Hello,I bought a Google Pixel 8 through Curry’s website, it included an £85 cashback from ID mobile. Its been over 3 months and still no money seen. Can you advise please

5
Matthew T
iD Mobile Employee
1 month ago
D
Newbie
Dstaton123Newbie
asked in Your iD Account & App.
silly logon

Unable to log in to app or online. I imagine it was due to the porting of my number as I could before, I have tried with both old and new numberalso impossible to ask questions as keeps directing me to generic answers 😡 that don’t fix the issue 

4
Kash
iD Mobile Employee
1 month ago
hi2gav
Newbie
hi2gavNewbie
asked in Your iD Account & App.
'Oops something went wrong' on app - no account access

I recently switched away from ID Mobile for a very short period then switched back to a new contract. The phone is working fine but and I can get into the app, but it persistently says ‘oops something went wrong’ when i try and do anything. It shows my name and number but no information about plan, services etc. In other words it is completely useless. I have tried reinstalling the app, no joy. If i try to delete my account, it just says ‘Oops something went wrong’. There is no one to contact to speak to about this and the canned responses from the ‘Live Chat’ are beyond useless for this. Same experience when accessing via desktop app as mobile one.Can anyone help me?

14
Kash
iD Mobile Employee
1 month ago
M
Civilian
Megan BoundsCivilian
asked in Your iD Account & App.
Data Usage is right in app and wrong via text

Hi - I have, two days ago, bought a £30 add on for 15 GB data on my phone. My ID Mobile account is saying I have 18GB left, and yet I am having texts saying I’ve used 80% of my data. I do not want additional charges, as I’ve just spent £30 & still have data left. If this isn’t resolved, I will of course move to a different provider & have one lined up as the hassle is ridiculous. But I wanted to know if/how this could be fixed before swapping. Thanks in advance,M

1
Matthew T
iD Mobile Employee
1 month ago
M
Civilian
Mt1Civilian
asked in Your iD Account & App.
Unexpected phone number change - fraud?

My phone number has changed unexpectedly. Messages are received when sent to my actual number  but when I text people it comes up as a new second number.Can anyone tell me what that's about?

1
Matthew T
iD Mobile Employee
1 month ago
C
Civilian
chrisb1302Civilian
asked in Your iD Account & App.
Proof Of Purchase - Pixel Offer

How can i get a copy of my proof of purchase to validate the offer for a new Pixel Watch with my phone?

3
Tom
iD Mobile Employee
1 month ago
Terms & Conditions