COVID-19 update (26th March 2020, 15:00): find out here what we're doing to support our customers and staff.

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COVID-19 Customer Service Update

Update: 26th March 2020, 15:00

We're doing all we can to keep you connected and service running as normal during this difficult time. However, to keep our colleagues safe, and on the advice issued by government and health organisations, we have now had to close our call centre. If you're looking for advice or have a query, head over to the iD Community, where you can browse helpful content or post your own question. If you need to manage your account, there are loads of great features in the free iD Mobile app and My Account online. Please see the options below for more detail.

iD Community

The best place to find help and support 24/7

Browse help and support articles, see questions and answers from other customers or post a question of your own to our knowledgeable community members.

We're in this together

If you see a question from another customer that you could answer, please be a hero and help out.

Go to the iD Community

iD Mobile App / Account Issues

For help with registration or login issues for the iD Mobile app and My Account online, please visit our dedicated community page.

View the help page

Live Chat

Getting through to chat to an agent might take longer than usual while we operate with a reduced staff. Please help us to prioritise our vulnerable customers by only using chat if you need immediate assistance, otherwise please use the iD Community. Thank you for your patience.

The Live Chat team will answer chats between 9am - 6pm every day.

Call our automated service

You can use our automated telephone service to help you manage your account:

Option 1
Check your allowances, check your spend limit and check your unbilled charges
Option 2
Hear your balance, make a payment
Option 5
Report your phone or SIM lost or stolen

We’re sorry, but to keep our colleagues safe, and on the advice issued by government and health organisations, we have had to close the call centre so you won’t be able to speak to an agent on the phone. Please use the iD Community, or if you are vulnerable and in need of urgent assistance, use Live Chat.