- Trying to log into my account in order to pay a top up to use my phone when I go to Sicily and t9 allow me to phone relatives in Cyprus. It keeps telling me my account has been disconnected and when it asks me to transfer the account t9 the email address I have, it just says oops something went wrong and I go back to the start. I started a new payment p,a last week and was to,d it would all operated ok within 24 hours. It’s now over a week. I g9 abroad on Monday and need my phone.
Question
ooops something went wrong keeps coming up when i ask to transfer the number to this email address
+8Hi
Thank you for getting in touch, and I’m sorry to hear you’re having trouble accessing your account I understand how urgent this is with your upcoming travel.
With iD Mobile, the “account disconnected” message can sometimes appear if there has been a recent number transfer (porting in or out) or if the account is still updating in the system. This can temporarily affect login access, especially in the app.
🌐 What you can try right now
We recommend trying to log in via a browser instead of the app:
💻 Use incognito/private browsing mode
- Open your browser (Chrome, Safari, etc.)
- Select Incognito / Private mode
- Go to the iD Mobile website
- Try logging in again using your email address
This often bypasses cached or outdated session errors like the “oops something went wrong” message.
📌 Why this may be happening
- Your account may still be syncing after a recent plan or number change
- The system may still be linking your new payment plan to your profile
- App login can sometimes lag behind website updates
Owethu
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