Hi ​@AIMEEP, 

Thank you for getting in touch, and I’m sorry for the confusion and concern caused by your new SIM not arriving and your account showing as disconnected in the app. I understand how worrying this must be, especially as your number is due to switch tomorrow and you’ve received emails confirming your order.

If you’re unable to access your new SIM through the app, it’s possible that you’re viewing an old iD Mobile account rather than the account linked to your new order. This is because registering for an account requires a one-time passcode (OTP), which is sent by text message to your mobile number.

To help resolve this, please contact our Live Chat team so an agent can check the status of your new order and number switch. They’ll also be able to advise you on the delivery of your SIM or arrange a replacement SIM if necessary.

You can reach Live Chat here: https://www.idmobile.co.uk/live-chat

We apologise again for the inconvenience and appreciate your patience. We hope to get this sorted for you as quickly as possible.

Owethu