Solved
new direct debit set up with new number
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?
Gemma MAnswer
iD Mobile Employee
September 10, 2026
Hi
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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