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New Contributor
July 23, 2026
Question

trouble logging into my account

  • July 23, 2026
  • 9 replies
  • 50 views

Trouble logging into my Id account 

    9 replies

    iD Mobile Employee
    July 23, 2026

    Hi ​@ibrahim9M ,

     

    I am sorry to hear that. Can you tell me what error message that you are getting.

     

    -Michael 

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    ibrahim9MAuthor
    New Contributor
    July 23, 2026

    It’s says ooops something went wrong I’ve tried logging into the app 

     

    my name is Mohamed Rogers my number starts with { REMOVED }

     

    my email is { REMOVED }@icloud.com

    Tashnieka D
    iD Mobile Employee
    iD Mobile Employee
    July 24, 2026

    Hi ​@ibrahim9M,

     

    Thanks for your message.

     

    For your security, I’d recommend not sharing personal details like your phone number or email address on a public forum.

    Regarding the error message, if you’re currently trying to log in via the app, please try accessing your account through the website instead. If the issue is happening on the website, then switching to the app may help.

    You could also try deleting and reinstalling the app, as this can often resolve temporary issues.

    If the problem continues, please get back in touch and we’ll be happy to look into this further for you.

     

    Thanks, 

    Tashnieka

    New Contributor
    August 20, 2026

    I also cannot log in to the website or the mobile App.

    The error message says 

    It has been like this for about a month.

    My email and passwords are correct, so what is the problem?

    iD Mobile Employee
    August 21, 2026

    Hi ​@Richard Savill.

     

    Thanks for your post. We’re sorry to hear that you’ve been unable to log in to the iD Mobile website or app for around a month.

     

    As your email address and password appear to be correct, please contact us directly via live chat: : https://www.idmobile.co.uk/live-chat so our team can investigate the issue and reset your account access from our end.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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    New Contributor
    August 21, 2026

    Your answer did not help.

    You directed me to the live chat, which is exactly where I made the comment yesterday.

    I want to know why I cannot log in to my account and you have not helped at all.

    iD Mobile Employee
    August 23, 2026

    Hi ​@Richard Savill.

     

    I’m sorry my previous response didn’t help.  I understand how frustrating it is to be directed back to the same channel without a clear explanation.

     

    The reason we asked you to use live chat is that our agents there can reset your account access and check your details directly in the system.

     

    To log in successfully, please also make sure that:

     

    • The email address, mobile number, and any security details you’re entering exactly match the ones you used when you signed up, and
    • There are no typos, extra spaces, or old/alternative email addresses being used.

     

    If anything on your account doesn’t match what you’re entering, live chat can correct it and then reset your login so you can get back in.

     

    Please contact live chat here: https://www.idmobile.co.uk/live-chat and let them know you cannot log in and need your account details checked and a reset performed.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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    New Contributor
    August 23, 2026

    I spent 2 hours on a live chat with Keisha on Friday and all I ended up with was a complaints reference and a technical reference number. I was told I would be contacted by ID within 48 hours, which has not happened.

    During the live chat I was told to log on using a different email address and/or on a different device. I eventually tried both but STILL get the same error message, and now I think I might have 2 accounts that BOTH do not work.

    I am still unable to log in to my ID mobile account (which is linked to 2 mobile numbers).

    I have had this account for about 10 years and have had no problems accessing my account until about a month ago, when I got the error message I included in my original message 3 days ago (pasted below for easier reference)

    All I want to know is how can I log on?

    All I seem to achieve, is being passed from one agent to another without any progress OR sensible suggestions.

    This is getting ridiculous. I would leave ID mobile if I can, BUT I CANNOT LOG ON!!

    iD Mobile Employee
    August 25, 2026

    Hi ​@Richard Savill.

     

    Thanks for the update.  I’m really sorry for the frustration you’ve experienced trying to access your account and for not being contacted within the 48‑hour timeframe you were given.

     

    Our technical team works as a back‑office function, so in some cases they don’t contact customers directly but instead leave detailed notes on your technical ticket. That’s why we always ask customers to get back in touch with us after 48 hours if they haven’t heard anything, so we can check those notes and take the next steps for you.

     

    As you mentioned possibly having two accounts, please ensure both accounts have the same core details:

    Full name

    Address

    Email address

    Date of birth

    Once that’s aligned, it’s much easier for us to restore full access and make sure both mobile numbers are correctly linked to one working account.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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