Skip to main content
New Contributor
cosmokaty
New Contributor
September 30, 2025
Solved

unable to log into mobile app

  • September 30, 2025
  • 9 replies
  • 158 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
    Natalie W
    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 

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    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
      Tyler C
      iD Mobile Employee
      October 2, 2025

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

       

      Thanks,

      Tyler

      Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
        New Contributor
        Complaints
        New Contributor
        August 12, 2026

        Turned off VPN still not working 

        iD Mobile Employee
        Marquerita T
        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

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

        Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
        New Contributor
        Complaints
        New Contributor
        August 18, 2026

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

        iD Mobile Employee
        Marquerita TAnswer
        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.

        Not the answer you were looking for?


        Create a new topic and ask a question to the iD Community.


        Create a topic
        Perk up! Enjoy epic discounts, offers and savings from big-name brands, with the all-new iD Perks.
        Terms & ConditionsAccessibility statement