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Question

Trying to Register Power of Attorney but Live Chat won't put me through to an agent

  • July 25, 2025
  • 3 replies
  • 45 views
W
New Contributor

Hi there,

I am trying to register a Scottish Power of Attorney for my mother as she’s no longer able to manage her affairs.

I’ve tried using the ID Mobile live chat about half a dozen times over the past few weeks but every time I’ve done this I’ve received the same response: “I’m sorry. I’m not available to chat at this time. Please try again later and I will be glad to help you.”.

I’ve tried at all sorts of times between 9am and 5pm across many different weekdays and have received the same response so I assume that the system for POAs is broken. This has been hugely frustrating.

Can you please tell me how to register the POA or contact a human?

Thanks

    3 replies

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • July 28, 2025

    Hi there ​@wave1822, sorry to hear that. When using the live-chat, have you asked to speak to an agent via the link below? We’d recommend asking to speak to an agent first, and waiting for an agent, before mention the POA etc, as the bot may have trouble understanding what to do next, and an agent would need to handle this.

     

    https://www.idmobile.co.uk/live-chat

     

    If you try the above and have issues, let us know here, and we’ll drop you a PM.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    W
    New Contributor
    • wave1822
    • Author
    • New Contributor
    • July 28, 2025

    Hi Tyler,

    Unfortunately that didn’t work either - if you can please PM me.

    Here’s what the Live Chat response looks like in Firefox so you can pass this on to your technical team:

    Chatbot: Hi there, welcome to the iD Chatbot. How can we help you today?

    Me: I would like to speak to an agent

    Chatbot: To better assist you, could you please explain why you would like to contact customer support.

    Me: No, I would like to speak to an agent

    Chatbot: So that we connect you to the right team, please choose from the options below:

    Me: Customer service

    Chatbot: Are you the iD Mobile account holder?

    Me: No

    Chatbot: Are you contacting us on behalf of an iD Mobile account holder?

    Me: Yes

    Chatbot: We are transferring you through to an agent, please complete the following security form.

    Me: <Entered my mother’s name in Third Party Security Form - Account holder name and pressed Submit>

    Chatbot: I'll transfer you to a member of our Live Chat team.

    Chatbot: I’m sorry. I’m not available to chat at this time. Please try again later and I will be glad to help you.

    Tom
    iD Mobile Employee
    Forum|alt.badge.img+25
    • Tom
    • iD Mobile Employee
    • July 29, 2025

    Hi ​@wave1822 

     

    We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

     

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

     

    Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

     

    We’ll see you there. 

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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