Unable to access account or livechat

Forum|Forum|1 year ago
August 18, 2025
6 replies
561 views

My ESim has been deactivated so I have had to get a physical SIM. I am unable to register this SIM as I am unable to log into my id account. There seems to be two problems, one is that my number isn't recognised and I get a 'oops something has gone wrong' message, or I get stuck in a loop where it takes me the the Get Started page over and over. I am also unable to access the live chat. I am without a phone that I am paying for. It is very very frustrating.

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Best answer by WelshPaul

Ah, yes. I get the same error. Unfortunately, the quickest way to get this resolved is to speak with a live chat agent, but they are closed now. They open at 9AM tomorrow.

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

WelshPaul

Platinum  Contributor

Try activating your SIM using the link below:

https://my.idmobile.co.uk/activate-sim-outside

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

G

GmillAuthor

New Contributor

This link takes me straight to the login page, even on an incognito tab and when I say I have a login and enter my email, it keeps bringing me back to 'get started' and when I say that I don't have an account and enter my mobile number it says 'oops... Something went wrong'

WelshPaulAnswer

Platinum  Contributor

Ah, yes. I get the same error. Unfortunately, the quickest way to get this resolved is to speak with a live chat agent, but they are closed now. They open at 9AM tomorrow.

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

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Tyler C

iD Mobile Employee

Hey there @Gmill, the live-chat are open 9am-8pm on weekdays. Please let us know if you manage to contact them and how it goes.

Thanks,

Tyler

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

G

GmillAuthor

New Contributor

Hi @Tyler C, no i am still unable to access the livechat and still unable to log into my account. I have made contact with someone from ID Mobile via Facebook Messenger, but it seems strange to me to be asked for all my details including a photo of my passport via Facebook. I would prefer to move it to the app if I can - is the app down, or is this a regular problem?

Tyler C

iD Mobile Employee

Hey there @Gmill, what happens when you try to access the live-chat please?

In terms of the social media team, it’s completely safe to speak to them and send iD etc and any relevant details, and they’ll be more than happy to help your further. We can’t speak to you directly via the app. We ask for ID as a security protocol to activate a SIM card to protect yourself as our customer, to ensure someone random isn’t trying to activate a SIM card on your contract.

The app isn’t down currently, and shouldn’t be a regular issue for yourself.

Thanks,

Tyler

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