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Account Services (My iD)

Before you get in touch, it may be quicker to check the Account Services (My iD) page.

If you've already looked there and couldn't find what you were looking for, please fill in your details below and we'll try to solve your query as quickly as we can.


Billing and Payments

Changing something

Have you tried looking through the Account Services (My iD) help section? It contains loads of useful info about how to login to manage and change things on your account.

Question about my bill

The Understanding Your Bill help section contains all the most frequently asked questions and answers about what's included on your bill.


Question about online billing

There's lots of helpful info in the Online Billing help section.


If you've already tried these and couldn't find what you were looking for, please fill in your details below and we'll try to solve your query as quickly as we can.


Calling Texting and Internet

Adding/removing roaming

To update your phone's settings you'll usually need to go to the Network section, but you may need to check the specific instructions for your handset on the manufacturer's website if this is not the case.

Before you travel abroad, please make sure that you have roaming activated on your iD account. You can do this by logging into 'My iD' on our website, or through the iD mobile app.


Adding/removing the ability to make premium rate calls

If you're a Pay Monthly customer and want to make premium rate calls from your mobile you'll need to set this up by calling Customer Services on 7777 from your iD mobile or 0333 003 7777 from any other phone (landline and other mobile charges may vary). This service is subject to credit status and may require a deposit.


Adding/removing the ability to access adult content

Our content restriction service allows you to protect children from viewing inappropriate content online.

To remove these, simply call the iD Customer Services team on 7777 from your iD mobile or 0333 003 7777 from any other phone (calls from landlines and other networks may vary).

If you've already tried these and you're still having difficulties, please fill in your details below and we'll try to solve your query as quickly as we can.


Sales and Upgrades

Buying our products

You can buy iD phones, tablets and SIM only plans in a number of ways. The quickest and easiest way is to check out the shop pages on this website, as you can buy most products there (including some offers that may only be available online).

If you prefer to buy in person you can pop in to any Carphone Warehouse store, as iD products are available exclusively there - you won't find us in any other shops. You can use our store locator to see where your nearest one is.


I want to upgrade

There's some useful info about when and how you can upgrade on our upgrades help page.


Where's my order?

If your order is being delivered by DPD (see ‘Who will be delivering my order?’ above to check this) you can track it here:

DPD tracking service

If your order is under £50 it will usually be delivered by Royal Mail within 1-2 business days. If you don't receive it after 3-4 business days please contact us so that we can work out a solution.


If you would still like to get in touch with us, please fill in your details below and we'll try to solve your query as quickly as we can.


Handset Help

I need help setting up my phone

Have you tried the settings help page? It's got loads of useful info about how to set up the internet, MMS, voicemail and more on your phone.


I've got a problem using my phone

If your phone isn't working properly, it may be worth checking to see if the settings are correct.


I need to get my phone repaired

If you’ve got a faulty or damaged product you may be able to exchange it or get it repaired. Our returns help page has a rough guide to the length of warrantees for different manufacturers.


If you've already tried these and you're still having difficulties, please fill in your details below and we'll try to solve your query as quickly as we can.


Lost or Stolen

If your phone or tablet is lost or stolen, the best thing to do is to contact us right away so we can protect your account from misuse.

You can also login to ‘My iD’ right now to put a bar on your phone, SIM and iD account (you can remove the bar if you find your phone again). This will protect you against unwanted bill charges, as it will disable any outgoing calls, texts or data from your mobile until you remove it.

If your phone is insured you also need to contact your insurance provider as soon as possible - most insurers require you to notify them and your network within 24 hours of your handset being lost or stolen, as part of their terms and conditions. Your insurer may also require you to contact the police to get an incident reference number within 24-48 hours before a claim can be submitted.

When you contact your insurer and the police, have your phone’s IMEI (serial number) to hand, as they may ask for this. If you haven’t got your IMEI please contact our customer services team on 0333 003 7777 and we’ll do our best to help you.


Returns or Cancellations

Returning a product

You can return most phones, contracts or products purchased from iD or Carphone Warehouse by taking them back to a Carphone Warehouse store within 14 days of purchase - as long as you haven’t used the SIM card and/or device.

Check out the returns page for more info on what can or can't be returned.


Cancelling my contract

You are entitled to disconnect at any time within 14 days from the start of your iD contract. You won’t be charged, and you can do this by calling our customer support centre (0333 003 7777) or by visiting any Carphone Warehouse store.


Cancelling my contract early

If you want to end your contract early at any time after 14 days, you’ll need to pay what is known as a "contract cessation fee". To find out more please contact us on 7777 from your iD mobile or on 0333 003 7777 from any other phone (charges from landlines or other mobile networks may vary).


If you would still like to get in touch with us, please fill in your details below and we'll try to solve your query as quickly as we can.


If you're unhappy with our service, don't worry - we're here to help.

Click here to view our complaints procedure.


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