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New Contributor
September 30, 2025
Solved

unable to log into mobile app

  • September 30, 2025
  • 9 replies
  • 139 views

Hi 

I’m unable to log into the ID mobile app - it comes up with an error code failed to connect error on app 

please help thanks 

    Best answer by Marquerita T

    Hi ​@Complaints.

     

    Thank you for the update.  I’m sorry to hear that uninstalling and reinstalling hasn’t resolved the issue.

     

    To take this further, please could you contact us directly via https://www.idmobile.co.uk/live-chat so that it can be escalated to our technical team.

     

    Thanks,

    Marquerita

    The iD Mobile Team

    9 replies

    iD Mobile Employee
    September 30, 2025

    Hi ​@cosmokaty 

     

    Thanks for getting in touch. 

    Sorry to hear you are having issues with the app. 

    Are you currently using a VPN?

     

    Natalie 

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    cosmokatyAuthor
    New Contributor
    September 30, 2025

    No I’ve not got it connected - I don’t understand as I’ve been able to access right up until mid September my ID app 

    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    October 2, 2025

    Hi there ​@cosmokaty, are you able to login to our website okay, just not the app?

     

    Thanks,

    Tyler

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    New Contributor
    August 12, 2026

    Turned off VPN still not working 

    iD Mobile Employee
    August 13, 2026

    Hi ​@Complaints.

     

    Thanks for trying that. Could you please confirm whether you’re using your iD Mobile SIM with the VPN?

     

    This will help us understand what may be causing the problem.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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    New Contributor
    August 17, 2026

    I have tried using it with VPN and with out it still getting error messages oops sorry try again and error code 500

    iD Mobile Employee
    August 18, 2026

    Hi ​@Complaints.

     

    Thank you for your post.

     

    Can you please uninstall the app and then reinstall it again.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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    New Contributor
    August 18, 2026

    Have uninstalled many times does not work.!!!?

    iD Mobile Employee
    August 20, 2026

    Hi ​@Complaints.

     

    Thank you for the update.  I’m sorry to hear that uninstalling and reinstalling hasn’t resolved the issue.

     

    To take this further, please could you contact us directly via https://www.idmobile.co.uk/live-chat so that it can be escalated to our technical team.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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