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Community Member
September 6, 2026
Question

new direct debit set up with new number

  • September 6, 2026
  • 1 reply
  • 8 views

I have recently upgraded my phone. I have transferred the sim an kept my number in my new phone.  However the new direct debit has been set up linked to a new number. What do I do? 

    1 reply

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    September 10, 2026

    Hi ​@Buddy23,

     

    It sounds like your upgrade may not have been processed correctly.

     

    If you've upgraded and kept your existing number, but the new Direct Debit or plan is showing against a different number, we'd recommend contacting our Customer Service Team via Live Chat so they can review the account and confirm what's happened.

     

    In some cases, if a new plan has been created instead of an upgrade, this could result in a separate mobile number being generated. As iD Mobile doesn't support internal number transfers, it's important that the team checks this as soon as possible.

     

    Please contact us via Live Chat: https://www.idmobile.co.uk/live-chat

     

    Regards,

     

    Gemma M
    The iD Mobile Social Media Team

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