I am a returning customer to ID mobile after 9 months.
I have my new sim, but I am unable to create my account as my email address is still registered to the old expired contract. I get a message saying there’s been use for 6 months.
How can get my account activated with my email, or release my email from being tied to the old contract so that I can create an account for the new contract I have just taken out.
Thanks
Best answer by Ryan
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I have the exact same problem. I need to register my temporary number from the new SIM and send a PAC code to port the number you have listed against my account from the last time I was a customer.
I don't have another email address and don't want to create one just to manage my id account. Please advise your solution. Thanks
Wow, this is bad bad bad, if I known this was the case I would have chosen a completely different operator, in fact I'm still in my cooling off period (12 days to go in fact) And I might actually consider switching because of this 😂
just wondered how is this a resolution? When you’re asking customers to create a new email to manage their ID account? What if a customer doesn’t want to create new email solely to manage their ID account, and wishes to use their existing email? The old account linked to this email is obviously not accessible as it is 6 months or more old, then why hold onto customers’ email addresses like that?
I have the exact issue and cannot believe that ID Mobile are doing this to their customers?
Any thoughts?
Thanks
ID Mobile might be in breach of GDPR law (specifically the right to erasure) if you are keeping people’s details after their accounts have expired
+10
Hey
You can find a copy of our Privacy Policy here: https://www.idmobile.co.uk/legal/privacy-and-cookies
If you wish to query deleting your account or any details for an old account, you can contact the Team by submitting a request.
Mohammed
Again doesn’t solve the issue. I would like my previous details removed from the system so I can re-register using the same email address. I don’t need the inconvenience of having to use a different email address.
And as previous stated you need to enter the mobile number first with your name and it then fails. I assume because it recognises the mobile number is assigned to the first account.
It’s ok though. I’ll just find another provider if idmobile systems are incapable of being updated to allow returning customers.
Just returned to ID on sim only plan after 2 years, I also cant sign in or register with the ONLY email address I have because it is ‘already registered to an ID account’ After an online chat I was also told to obtain another email address, why should I just for ID.
T’s and C’s 4.8 By default, billing is provided through your iD online account at my.idmobile.co.uk/ and in the iD app. Therefore, it is a condition of this Agreement that you provide us with a current email address for billing purposes and that you maintain this address. I have provided this so what is the problem.
I have lodged a complaint and am awaiting a response
+9
Again doesn’t solve the issue. I would like my previous details removed from the system so I can re-register using the same email address. I don’t need the inconvenience of having to use a different email address.
And as previous stated you need to enter the mobile number first with your name and it then fails. I assume because it recognises the mobile number is assigned to the first account.
It’s ok though. I’ll just find another provider if idmobile systems are incapable of being updated to allow returning customers.
I don’t think your mobile number being linked to two different iD accounts is an issue
I joined iD Mobile, then left, then rejoined, and on both occasions used the same mobile number with my different iD accounts online.
Unfortunately
If you’ve got an Android phone you could use the Gmail address in a different format, for example the following are all treated as one mailbox with Google Mail:
If you haven’t got a Gmail address, your email service provider might allow you to create an alias for your mailbox. You can do this with an outlook.com mailbox.
Thanks. Then they lose custom. End of. And I will send an email asking them to remove my details because they shouldn’t just be holding peoples data for the hell of it.
+9
Thanks. Then they lose custom. End of. And I will send an email asking them to remove my details because they shouldn’t just be holding peoples data for the hell of it.
Perhaps iD have a legitimate reason for keeping your iD account details, in order to comply with financial industry rules (FCA) for credit, and HMRC rules around VAT, etcetera.
So I pose a security risk.
someone sets up a random email address which they have no intention to use other than creating an account on idmobile. It doesn’t get used and the provider closes the email account down due to inactivity. Someone else takes out the same email address. The original person wants to log on but can’t remember their password. Password resets gets sent to the email address now in control by another party. They now have full access to your account and can happily start purchasing phones.
Asking customers to randomly create an email address just for a login to their account simply goes against any kind of cyber security concepts.
This is just one of many reasons I don’t want to create a random email address.
Again doesn’t solve the issue. I would like my previous details removed from the system so I can re-register using the same email address. I don’t need the inconvenience of having to use a different email address.
And as previous stated you need to enter the mobile number first with your name and it then fails. I assume because it recognises the mobile number is assigned to the first account.
It’s ok though. I’ll just find another provider if idmobile systems are incapable of being updated to allow returning customers.
I don’t think your mobile number being linked to two different iD accounts is an issue
I joined iD Mobile, then left, then rejoined, and on both occasions used the same mobile number with my different iD accounts online.
Unfortunately
If you’ve got an Android phone you could use the Gmail address in a different format, for example the following are all treated as one mailbox with Google Mail:
If you haven’t got a Gmail address, your email service provider might allow you to create an alias for your mailbox. You can do this with an outlook.com mailbox.
Initially I don’t want idmobile to delete my account. I want to retain it even with the old contract details. I just want my current contract added to my account. I just can’t get my head around how a modern MVNO cannot do something as basic as this. It will mean the data they do hold on account members is more accurate should they need it for a one their ‘legal’ requirements. Rather than having duplicate accounts for the same person, yet wait for it, they won’t know it is the same person if there is a different address etc!!
+10
Hello Steve,
The username is a text username and when we refer to: “Therefore, it is a condition of this Agreement that you provide us with a current email address for billing purposes and that you maintain this address. “
We’re referring to the contact details.
Due the the email being linked with a previous account the system holds this on record.
If you register and put a full stop in the email this should work, as it’s only a text field.
Once registered, you can update your contact email to the correct one without the full stop.
But will always log-in to the one with the full stop.
e.g. if your email was:
Then you would register as: SteveC.1955@gmail.com or even Steve.C1955@gmail.com
Then update your contact email after registering back to SteveC1955@gmail.com
But you’d always use the username with the full stop to log-in.
Mohammed
+9
Initially I don’t want idmobile to delete my account. I want to retain it even with the old contract details. I just want my current contract added to my account. I just can’t get my head around how a modern MVNO cannot do something as basic as this. It will mean the data they do hold on account members is more accurate should they need it for a one their ‘legal’ requirements. Rather than having duplicate accounts for the same person, yet wait for it, they won’t know it is the same person if there is a different address etc!!
I agree
I know of several other UK service providers whose systems don’t have these limitations, but it appears iD Mobile don’t intend to change their systems, and might have reasons for not changing things.
So I pose a security risk.
someone sets up a random email address which they have no intention to use other than creating an account on idmobile. It doesn’t get used and the provider closes the email account down due to inactivity. Someone else takes out the same email address. The original person wants to log on but can’t remember their password. Password resets gets sent to the email address now in control by another party. They now have full access to your account and can happily start purchasing phones.
Asking customers to randomly create an email address just for a login to their account simply goes against any kind of cyber security concepts.
This is just one of many reasons I don’t want to create a random email address.
Perhaps this explains why email service providers now encourage customers to use two factor authentication for login.
Not sure what is meant by “… create a random email address.”
+4
Hi
You can not port your existing iD number to a new iD sim as we do not support internal migrations. Do you currently have two iD sims? We would advise canceling the new one and upgrading the existing iD plan in order to keep your number.
-Mohsin
I was with ID for 9 months on a monthly contract after the 9 months I wanted a new phone and the upgrade was no good ££££ so I moved to smarty mobile for 1 month so I could keep my number then moved back to ID through mobiles.co.uk where I got a much better deal, now I can’t log on to my new account as it opens my old one so I now can’t see anything online. Any ideas please.
+9
Okay
Unfortunately, with iD Mobile your iD account can only have one mobile number, and must have a unique sign-in email address (username).
Bit of a pain creating a new email address but thanks anyway.
+9
Some email service providers allow you to create an alias, or if you’ve got a Gmail email address the following works:
+7
If there is anything that we can help with, please let us know.
Kash
I can’t believe this same issue is still in place 2 years after the first query on this! I’ve had to request a data protection deletion of all my details to be able to register with my only email address, this should really be a simple fix to either let people reactivate an account when rejoining or when people leave the account should be automatically deleted rather than just deactivated.
+6
I’ve had to request a data protection deletion of all my details to be able to register with my only email address
Did it work? One could argue that iD Mobile are required by law to process individuals’ personal data, and so the right to erasure does not apply.
The right to erasure does not apply if processing is necessary for one of the following reasons:
If you are required by law to process individuals’ personal data, then the right to erasure will not apply.
The UK GDPR also specifies two circumstances where the right to erasure will not apply to special category data:
For more information about special categories of data please see our Guide to the UK GDPR.
Replying here in case more voices are needed to get something done about this
I encountered this issue (among others), as I was going to leave ID Mobile for a better plan, and then a salesperson recommended a plan that was cheaper. However, they had failed to mention that it was an entirely new contract - so to keep my number (due to another issue with not allowing internal porting) I had to leave ID Mobile and re-transfer my number.
I tried using a +alias for my screen name/username/login email. However, the registration form will not accept this. The only thing that was possible was using dots, as Google strangely enough ignores them (https://gmail.googleblog.com/2008/03/2-hidden-ways-to-get-more-from-your.html) - but this is not universal to all email providers and so it should not be the fix ID Mobile relies on.
So with all due respect ID Mobile, expecting customers to either create random email mailboxes (especially when these aliassing solutions are not universal) or use fake emails is not a good solution. Besides the inconveniece (especially in the case of a separate mailbox), it poses quite a risks as
It’s an issue that has clearly been present for years based on when this forum topic was opened, and also others, and it has affected a number of customers. A simple fix would be to de-couple usernames and email addresses, so while the same contact email can be used (which is already allowed), usernames would not be email addresses. It appears that your accounting system already does this - since we are allowed to change email addresses afterwards, so it’s an issue that’s present in the registration process only. This way we can create a new username without such an issue for email addresses. As
+7
Hi
Welcome to the Community!
Firstly in regards to the new contract being sold to you we can look into this and pass on any feedback to the relevant team for investigation.
Unfortunately the only current solution for registering another account is another email address being required.
However I can assure you that the team are looking at the re-registration process and customers being able to use the same email address again. Unfortunately at the moment we don’t have a timescale but it is being worked on and will be rolled out in the future.
I can understand that it may be an inconvenience to create another email for the account, however this would be the only solution if you wish to register another iD Mobile account.
Kash
This is all a computer system nonsense. My wife and I left ID when a trip to the USA was imminent, cancelled as it happens because of covid, as the roaming by ID doesn’t cover the USA. Returned 12 months later and as I have another email address, I used that but my wife refuses to have a second account, so she had to go elsewhere.
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