Mobile number bound to disconnected account reference on portal.

Forum|Forum|1 month ago
August 21, 2026
4 replies
42 views

Hi, my number on the app is showing no current plan.

I have tried speaking to live chat but they have been no help at all.

I need access to change my direct debit details.

Thanks

Best answer by Owethu M

Hi @RyW,

Thank you for reaching out, and I'm sorry to hear that your plan isn't currently showing in the iD Mobile app. I understand how frustrating this must be, especially when you need to access your account to update your Direct Debit details.

As an alternative, please try accessing your account through the iD Mobile website:

https://my.idmobile.co.uk/login

We recommend opening the link in an incognito/private browsing window, as this can help resolve issues caused by cached data or stored cookies.

Once you've signed in, you should be able to view your plan and manage your Direct Debit details.

If you're still unable to access your account or your plan isn't showing correctly after trying this, please contact us via Live Chat and we'll be happy to assist you further.

Owethu

Owethu MAnswer

iD Mobile Employee

Hi @RyW,

Thank you for reaching out, and I'm sorry to hear that your plan isn't currently showing in the iD Mobile app. I understand how frustrating this must be, especially when you need to access your account to update your Direct Debit details.

As an alternative, please try accessing your account through the iD Mobile website:

https://my.idmobile.co.uk/login

We recommend opening the link in an incognito/private browsing window, as this can help resolve issues caused by cached data or stored cookies.

Once you've signed in, you should be able to view your plan and manage your Direct Debit details.

If you're still unable to access your account or your plan isn't showing correctly after trying this, please contact us via Live Chat and we'll be happy to assist you further.

Owethu

R

RyWAuthor

New Contributor

Hi,

Thanks for the reply,

As you can see in the image below I am still having the same problem even when opening in a private browser.

i have tried the live chat twice now, and they have not been very helpful.

Thanks

Ryan

R

RyWAuthor

New Contributor

M

Marquerita T

iD Mobile Employee

Hi @RyW.

Thank you for the update and for providing the screenshots as well.

What you're seeing is likely related to your account history rather than your current service.

If you previously had this mobile number, ported it out to another provider, and then ported it back to us, the app can sometimes still display the old, disconnected plan instead of your current active one, it hasn't been fully cleared from the system.

To fix this, our technical team needs to manually unregister the old plan from your account.

Thanks,

Marquerita

The iD Mobile Team

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