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Question

Lost Sim, cant access online account to cancel plan.

A
New
 Contributor
  • Anne85
  • New
 Contributor
  • 2 replies

Hi, I ordered a monthly rollover sim last summer. However shortly after the sim arriving my life circumstances dramatically changed which meant I needed to stay on my current number with another network provider. So the sim was never used on my phone.

I’ve still continued to pay monthly for this sim despite never using it. I recently went to use this sim, but couldn’t find it, so have registered it as lost. 

How do I cancel my contract as I’m not using the service and I can’t access my online account as I never activated the sim. I’m a bit stuck.

Thanks in advance.

    5 replies

    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • 8225 replies
    • April 4, 2025

    Hi ​@Anne85 

     

    You’ll be able to cancel a plan using the iD Mobile app.

     

     

    Tom

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    A
    New
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    • Anne85
    • Author
    • New
 Contributor
    • 2 replies
    • April 4, 2025

    I’ve tried doing this. I can’t get on to the app 

     

    Tyler
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler
    • iD Mobile Employee
    • 3801 replies
    • April 4, 2025

    Hey there ​@Anne85, are you using the latest iD Mobile app/website?

     

    If not, please download and use. If so, are you updated to the latest update?

     

    Have you also tried deleting and re-downloading if this is already the new app?

     

    You can also login to the website to do so, following the instructions, just via the website instead.

     

    Thanks,

    Tyler

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    A
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    • Anne85
    • Author
    • New
 Contributor
    • 2 replies
    • April 8, 2025

    Hi ​@Tyler 

    I’ve done as you’ve suggested, but I don’t have my number as the sim is lost so I can’t access the one time passcode.

    what can I do here? 

     

    Tom
    iD Mobile Employee
    Forum|alt.badge.img+25
    • Tom
    • iD Mobile Employee
    • 8225 replies
    • April 9, 2025

    Hi ​@Anne85 

     

    We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

     

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

     

    Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

     

    We’ll see you there. 

     

    Tom

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    Reply.


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