FAQ.


Keep my number

Can I keep my current mobile number and transfer it to iD?

Absolutely! To transfer your number simply go to the Keep My Number page and follow the simple instructions.

Please note: it is easy to transfer your number Online! Please go to the Keep My Number page.


If I transfer my number to iD, will it still be active on my original Network?

Once the number transfer has been completed your service with your previous provider should automatically be cancelled (please check with your previous provider around any outstanding payments you need to make).


Will I be charged to transfer my number to iD?

Typically, we won't charge you to transfer your number over to iD. But please check with your old network provider about any cancellation fees or outstanding balances.


How long will it be before I receive my PAC code?

You'll need to check this with your existing provider.


How long is my PAC code valid for ?

All PAC codes are valid for 30 days from the date of issue.

If your PAC code has expired, you'll need to request a new one from your existing provider.


How can I check the status of my PAC transfer from my previous network to iD?

If you're joining iD and bringing your number with you, you can check the status of your transfer by logging into your 'iD Account'.


What is Porting?

Porting is the term used when a number is being transferred from one service provider to another.


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Understanding my bill

Where can I view my bill?

You can view your bill by logging into your iD Account or the mobile app at any time.


How can I view or print my past bills?

You can view your past bills by logging into your iD Account, where you have the option to print them if you need to.


How can I get paper billing?

Paper billing is available, but there's a charge of £1.50 per month if you'd like to use this service. Just call our Customer Services team on 7777 from your iD mobile, or 0333 003 7777 from a landline (charges from landlines and other mobile networks may vary).


How can I pay my bill?

The best way to pay your bill is via Direct Debit. It's our preferred payment method, and as soon as you set up a Direct Debit you'll get the full benefit of all our network features.

We also accept one-off card payments in emergencies. To make an emergency card payment please call our Customer Services team on 7777 from your iD mobile, or 0333 003 7777 from a landline (charges from landlines and other mobile networks may vary).

Please note that emergency card payments need to be done at least 6 days before your Direct Debit payment is due – just to make sure we don't also take a Direct Debit payment.


Can I set a cap (call limit) on my price plan?

Yes, we offer capping on all our plans. For more information, see idmobile.co.uk/capping


Can I change my payment date?

Not at the moment, but we're working on adding this option. It should be available shortly.


How can I check my monthly usage?

You can easily check your monthly usage by logging into your iD Account on the web or the mobile app.

You can also check your balance by using our handy automated voice service! Call 0333 003 7777 from a landline, or 7777 from your iD mobile (charges from landlines and other mobile networks may vary).


Why did I get charged for accessing my voicemail?

Voicemail is a chargeable service. However, if you've got minutes remaining on your allowances, they'll be used for your voicemail and you won't be charged. If you don't have any minutes left, you'll be charged the standard rate for using the voicemail service (please check the Call Charges table to see how much this is).

Please note - you'll also incur charges if you're roaming in a destination not covered by your plan/bundle - or if you use the call back service within voicemail.


What is the "voicemail call back" service?

Once you've listened to your voicemail you'll be given the option to call back the person who left the message. But don't forget - this is a chargeable service.


When do my allowances refresh?

Your allowances will refresh after one calendar month - it all depends on the date your contract started. For example - if you have a connection date of the 5th, your allowances will run until the 4th of the following month, and refresh on the 5th.


Can I change which date my allowances refresh each month?

Unfortunately we're unable to change the allowance refresh date.


What charges should I expect to pay at the beginning of my contract?

We'll take your first payment the day after you join, this is your first month's line rental in advance. This means that you'll avoid getting a large bill shock when your first monthly bill arrives.


What charges should I expect to pay at the end of my contract?

At the end of your contract you'll be expected to pay your standard monthly price plan amount, and any additional charges you've incurred outside of your allowances.


What happens if I fail to make a payment?

If you've got any queries regarding your payments to iD, the best thing to do is to contact us as soon as possible and we'll do our best to help.

You can contact us by:

  • Calling 7777 free from your iD mobile
  • Calling 0333 003 7777 from any other phone (calls from other networks and landlines may vary)
  • Completing the online contact form
  • Writing to us at:
    iD Customer Services
    PO Box 356
    Southampton
    SO30 2PG

If you do miss a payment, we'll probably try to contact you via SMS, TTS (Text To Speech message), and/or by post. And we might put an outgoing restriction on the line until your account is brought up to date.

If you'd like to make a payment you can do so using the following methods:

  1. Pay online at http://my.idmobile.co.uk. It only takes a couple of minutes to register if you haven't already done so, and you'll be able to view your monthly bills and manage your account online.
  2. iD App: Use Wi-Fi to access the app if your mobile service is currently restricted. If you don't yet have the iD app installed, you can get it by going to www.idmobile.co.uk/app.
  3. Speak to an advisor on 7777 from your iD mobile or 0333 003 7777 from any other phone (calls from other networks and landlines may vary).

Paying by Direct Debit means you don't have to pay a monthly administration fee, saving you money and helping to avoid any issues with late payments. You can set up or amend your Direct Debit details online by logging into 'My iD'.

Please note that failure to pay your bills when due may affect your credit rating and could possibly hinder future applications for credit, including mortgages.

If payment is left outstanding your account may be referred to a debt collection agency who will handle further correspondence and contact on our behalf, and a default may be applied to your credit file.

Your account could also be disconnected and a Cancellation Fee may be applied in line with our Terms and Conditions.


How much is the cancellation fee if I decide to cancel early?

If you want to cancel you're early then you'll need to pay an early cancellation fee.

To find out more about cancelling early, please contact the iD Customer Services team on 0333 003 7777.


What are the charges for calls, texts, MMS and data outside my allowance?

Please check the Call Charges table.


How much does it cost to make a video call?

Please check the Call Charges table.


I don't understand my bill?

If you don't understand any part of your bill, take a look at our helpful 'Understanding your bill' page at idmobile.co.uk/help-and-advice/understanding-my-bill


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Call types

What calls are included within my monthly allowance of minutes?

Calls to standard UK mobiles and landlines are included within your allowance. You can also use your monthly allowances to call our EU inclusive roaming contries. For more information, see idmobile.co.uk/eu-roaming


How much does it cost for calls outside my allowance?

Please check the Call Charges table to see how much calls outside of your allowances are charged at.

For charges related to calling other countries or roaming, please check our international and roaming charges page.


How much does it cost to make a video call?

Video calls aren't part of your monthly allowance, and they're charged at 50p per minute to all standard UK mobile numbers.


What will I need to make a video call?

You'll need the following:

  1. A phone with video calling capability (the person you're calling will also need one).
  2. To be in an area with 3G or 4G coverage.
  3. For further video calling instructions, check your phone's manual.

What are premium rate services?

Premium rate services allow you to purchase a service or product from another company (not iD), and then add the charge to your monthly iD bill.
The most common examples are numbers starting with 118 or 09, which might include:

  1. Calls to chat lines or TV competitions ands reality shows, like I'm a Celebrity and Strictly.
  2. Premium text messages for TV competitions (these usually say something like ‘text WIN' to a certain number) or charity TV events like Comic Relief.
  3. Purchasing apps and making e-money transactions.


How can I see which premium rate service I've been charged for?

You should be able to see what you've been charged for on your monthly bill . If all you can see is a number, try putting it through an online phone number checker. You may also have received a text message to confirm your purchase, so keep an eye out for that.


How can I stop premium rate services being accessed from my phone?

When you dial a 09 number, you'll be warned that if you stay on the line you'll be charged for the call (but not all premium service numbers have this warning).
You can prevent access to premium numbers by going into your iD Mobile app or My Account online. Then turn off 'premium' in the services, and toggle off 'premium numbers'.
If you set a cap on your account, you will not be able to spend above youp cap limit on services such as premium numbers.


How do I make calls to premium rate numbers?

Premium rate numbers provide services like news, sport, weather, games or adult content. If you call a premium rate number it won't come out of your monthly minutes allowance – and you'll be charged at a higher cost than regular calls. All iD customers have premium calls turned on by default. You can switch this feature off using the iD app. Simply go to ‘My extras', ‘Calling features', and select ‘Turn off premium service'.


How do I stop unwanted sales or marketing calls?

You can stop most unwanted sales or marketing calls by registering with the TPS (Telephone Preference Service). It's a completely free service, designed to stop anyone getting unwanted calls from businesses or other organisations.


Can I withhold my number when I make a call?

Yes, you can withhold your number when making a call from your iD mobile. Simply type #31# before you make your call. Please note: the normal method of withholding a number - pressing 141 - doesn't work on an iD device.


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Delivery information

If you're keen to know when your new phone will arrive, please check out the delivery section on our Contact Us page.

Here you'll be able to find out more about how long delivery usually takes, who will be delivering your order, and which addresses we can deliver to.


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Network coverage

What is 3G?

3G is third generation of mobile networks. It was launched back in 2003, and gave us much quicker data transfer speeds than 2G. With 3G, UK mobile owners can do things like browsing the web, playing online games and making video calls.


What is 4G?

4G is the fourth generation of mobile networks, and it gives UK mobile owners superfast internet access (around 5 times faster than 3G). With 4G you can make clearer calls, stream music and video content without any buffering, and quickly download apps and other content.


How can I check for mobile coverage?

You can use our coverage checker to see what the signal is like in your area.


How can I improve my Mobile Signal?

First of all, use our coverage checker to see if your area is covered - especially if you're having trouble getting a steady signal. The coverage checker will give a good idea of the level of service you can expect in a particular area.

Next, there are a few steps you can follow to try to boost your signal:

  1. Try to move location. If the fault is indoors, sometimes switching rooms can help!
  2. Turn your phone off for 10 seconds and restart the device. Yes, this sometimes really does help.
  3. Try your SIM card in another device (please note the device will need to be unlocked to the iD network).

If all the above fails, you can let us know you're experiencing coverage issues by logging a coverage fault. We'll investigate the cause of the fault and try to get you up and running as soon as possible.

Please note: We are unable to guarantee service indoors in a particular property due to varying factors in each architectural build.


How do I report a coverage fault?

Firstly, we strongly recommend you take all the steps outlined in “How can I improve my mobile signal?”, which is the question above this one.

If these steps don't help, and you still think there's an issue, please call us on 0333 003 7777.

The more information you have the easier it is for the team to isolate the fault and put a fix in place.

You can make a list:

  1. The location of the fault.
  2. Details of whether you ever received coverage in the area you are reporting a fault in.
  3. The date and time you noticed the fault.
  4. Examples of any call or SMS failure within the last 24hrs.
  5. Details of friends, family or neighbours experiencing the same fault.
  6. Details of any construction or maintenance work taking place nearby.

How can I get 4G on my phone?

All of our plans come with superfast 4G included. To make full use of the 4G service you'll need the following:

  • A device which has 4G capability
  • To be in an area with 4G coverage

How do I know if am receiving 4G on my phone?

Whether you're getting 4G depends on your location and the phone you're using. '4G' will show next to the signal bars if mobile data is switched on. '4G' won't necessarily appear if Wi-Fi is switched on though, so switch this off before checking.


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All about voicemail

What is voicemail?

Voicemail is an answering service that records voice messages if you miss a call.

You can listen to the messages using the playback facility.


How can I check my voicemail messages?

To check your voicemail messages you can dial 123 from your iD mobile phone.

You can also access your voicemail from a UK landline by dialling 07782 333 123 or 0044 7782 333 123 from outside the UK.


How do I increase/decrease the time before a call goes to voicemail?

When receiving a call, your mobile is automatically set to ring for 30 seconds before it's diverted voicemail. However you have the ability to change this at any time to a choice of five-second intervals, ranging from 5 to 30 seconds. All you need to do is enter **61*123** followed by the number of seconds you'd like your phone to ring for, then # and call. So, if for example, you'd like your phone to ring for 20 seconds, you'd need to dial **61*123**20# and press call. Once you've done this, a message will pop up on your screen confirming the update.

I need to reset my pin how can I do this?
  1. 123 from your phone or if you need to access your voicemail from another phone you can dial +44 7782 333 123
  2. Select option 4 from the main menu
  3. Press 2, then press 1 to change your PIN
  4. Enter your new PIN followed by the # key (please note that simple PINs such as 1234 or 4444 will not be accepted)
  5. Enter the PIN again

Your PIN will now have been changed.


I'm travelling abroad, how will I be able to listen to my voicemails while I'm away?

Before you travel make sure you have set up a voicemail PIN Code, as you'll need it to access your voicemail while you're abroad.

To listen to your voicemail you'll just to follow these simple steps:

  1. Dial 123 from your iD mobile, or +447782 333 123 from any other phone
  2. You'll be asked to enter your PIN followed by the '#' key
  3. Select option 2, to listen to your voicemail

We advise all customers to check roaming rates before travelling or using any international services.


Do I get charged to listen to voicemail messages?

Voicemail is a chargeable service. However, if you've got any minutes remaining on your allowance, they'll be used for your voicemail and you won't be charged. If you don't have any available allowances, you'll be charged the standard rate for using the voicemail service.

Please note: you'll also incur charges if you're roaming in a destination not covered by your plan/add-ons, or if you use the call back service within voicemail.


How much does it cost to listen to voicemail?

You can check all out of bundle call charges, including voicemail, on our call charges page.


How can I forward all calls to voicemail?

The method for forwarding calls to voicemail varies depending on what kind of phone you have, and its operating system. Due to there being so many different ways, the best thing to do is to check the operating manual for the phone you're using.

If you're unable to get this working or you're experiencing any technical difficulties please use our online contact form and we'll be happy to help.


How can I record a personal voicemail greeting?

To record a personal greeting, please dial 123 from your iD mobile and then follow the prompts from the automated menu.


How can I save my voicemail messages?

Once you've listened to your message you'll be prompted to either repeat, delete or save it. Simply select the appropriate button on your device's keypad!


How can I turn my voicemail on or off?

Simply call our customer service team free from your iD mobile on 7777, and they'll do it straight away. Please note: once your voicemail's been turned off, you won't be able to call voicemail to listen to old messages.


What happens if I turn my voicemail off?

If you turn your voicemail off, nobody will be able to leave you a voicemail. If someone calls you, your phone will keep ringing until you pick it up or the call ends.


Why hasn't my voicemail turned off yet?

When you switch off voicemail, it sometimes takes a few minutes for your system to be updated. If you've waited more than a few minutes and you're still receiving voicemails, you should try switching it on and off again.


How often can I switch off my voicemail?

You can turn your voicemail on and off as much and as often as you want.


If I switch my voicemail off, will I lose my saved messages?

No. Switching voicemail off doesn't do anything to your saved messages. You can listen to them by switching voicemail back on and dialling 123.


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Messaging services (SMS/MMS)

What is SMS?

SMS (Short Messaging Service) is more commonly referred to as “Text Messaging”. It lets you send a written message from one device to another. The length of one SMS is 160 characters - however, most newer phones allow multiple SMS message to be displayed as one large SMS.


What is MMS?

MMS (Multimedia Messaging Service) lets you send things like pictures, videos and sound attachments from one device to another. MMS is charged at a different rate to SMS, and each message has a limit of 300Kb, so if a message exceeds 300Kb additional costs will apply. Please see our call charges table for more info.


What if the recipient can't receive MMS messages?

If the person you're sending your MMS to has a device that doesn't support MMS functionality, their network provider will usually store the message and allow them to access the message using a web browser. If this happens, the customer will be alerted by a message containing a link and instructions on how to view their message.

If the recipient's device supports the MMS feature - but they don't get your MMS - they'll need to raise this with their service provider.


What are SPAM messages?

Spam messages are unsolicited messages. They're annoying and can feel intrusive, but are usually harmless, so can usually be ignored. But if you wish, you can take action to stop them (see the question below).


What can I do to stop and prevent charges from SPAM messages?

If you think you've received a spam message, we recommend you follow these steps below:

  1. Check that the message is actually spam. Sometimes companies who you may have shared your information with or done business in the past may contact you for marketing purposes.
  2. Report the spam message to us by:
    • Forwarding the unwanted message free of charge to 37726.
    • Forwarding the number of the person who sent you the message free of charge to 37726.
  3. Disable the Push messaging service on your device. If you're unsure of how to do this, refer to your operating manual.

Why do I get charged for sending an MMS when the message was sent as a SMS?

Sometimes you might be charged for sending Multimedia Service messages (MMS) when you meant to send a text message (SMS). This is because in some circumstances - for example when you've included pictures, emoticons, smileys, or other media content - the message is converted into an MMS message and these are not included in in any free text allowance you have.

Other reasons why an SMS may be converted into an MMS include:

  • One or more of the recipient's email addresses have been entered in the recipient's field
  • The message is too long.
  • The message has a subject line (an indication you have select MMS manually).

The Call Charges table shows how much MMS messages cost.



How can I prevent my SMS message from being converted into an MMS message?

If your phone converts messages to MMS when you send a message to multiple recipients, you'll get additional charges. The best way to avoid this is to send messages individually or to very small groups at a time.

If any of your contacts have email details (usually synced through Facebook or other apps) your message to them might go to their email address rather than their phone number. This will be charged as an MMS. Make sure you check your contacts for email addresses so this doesn't happen. It's really important that you check for this as phones can't send different types of messages to recipients in the same batch.

Make sure you also keep within the text message length limit of 480 characters. Remove any pictures, sound clips and even smileys from your messages too.


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Orders

How can I place an Order?

You can order with us safely and securely online at www.iDmobile.co.uk, or by visiting any Carphone Warehouse store where our team will be happy to help.


Can I place an order in the basket and return back to complete it?

Yes you can - however, if you close the tab or window, or return to the order after 24 hours or more, the items will have been removed. You'll need to start the order again.


Can I cancel or change my order before it's delivered?

You might be able to cancel or change your order if it hasn't been sent out yet (we'll send you an email when it has). Call the iD Customer Services team on 0333 003 7777 and we'll do our best to help. If we've already sent your item, you may be able to return or exchange it. Check out our returns and exchanges page for more information.


Will I be required to pay an order cancellation fee?

If you return your order unused within your cooling off period there are no cancellation charges. Any orders returned outside this period will be charged a cancellation fee as per the terms and conditions of your contract. You'll need to pay for line rental and any usage up to the point of cancellation (failure to do this might affect your credit score).


How can I return a recent order?

Please see our returns page for full details of how to return your order.


Is my Order likely to be rejected due to poor credit rating?

This is a possibility. However, if you visit us in store we'll try to find you an alternative deal that meets your requirements.


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Data

How do I enable data on my phone?

All our plans come with the data service enabled; you just need a device capable of using data, and to make sure you're in an area which has data coverage. If you're unable to use the service, check if you've used all of your data allowance. After that, check if data is enabled from your device settings. Your device can be set to use Wi-Fi or mobile data - you can have them both of them turned on, or only one of them.


How can I check my data allowance?

The easiest way is to use the iD Mobile App, or to log in to your iD Account.


What is the difference between Wi-Fi and Mobile Data?

Wi-Fi is a connection method used by phones and tablets to access the internet without having to use mobile data. Most devices now come Wi-Fi ready. Wi-Fi is usually found at home or in the workplace, and some public places offer it for free, such as libraries and coffee shops.

Mobile Data is when your device uses phone masts to transfer data between the device and the network. This service is handy when you're on the move, as it lets you surf the internet, send emails and stay connected.


How can I use Wi-Fi only?

You'll need turn mobile data off. Please check your devices operating manual for instructions on how to do this. Once mobile data is switched off, select a working Wi-Fi connection.


How can I manage my data usage?

We've made it really easy for you to keep a track of your data usage.

Just log into the iD App or the iD Account area and you'll be able to see exactly what you've used.

You can also monitor your usage by calling 7777, where you'll be able to listen to your available allowances through the automated service.

Some devices have a data usage monitor to alert you when you reach a certain amount of data used. This is a useful feature that helps you to set limits yourself, but if you do decide to use them we strongly recommend that you set them slightly below your actual allowance limit as they don't always track completely accurately.


Can I add more data if I run out?

Yes, you can quickly and easily add data Add-ons through your iD mobile app or by logging in to your online iD account.

Alternatively, you can call 0333 003 7777 from a landline, or 7777 from your iD mobile (charges from landlines and other mobile networks may vary).


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Data Rollover

How does Data Rollover work?

Data Rollover is really straightforward; it rolls over any unused monthly data to the next month, giving you a second chance to use it.


How much data can I rollover?

There's no maximum limit to how much data you can roll over to the next month.


How long does my rolled over data last?

Your rolled over data will last a month. If you don't use up all your Rollover data, it expires at the end of each month.


What action do I need to take to roll my data over?

You don't need to do anything. It all happens automatically, and you'll be able to view your Rollover info at all times with the iD app.


Which of my allowances rollover?

Your data allowances will rollover, if eligible.


How will I know how much I have rolled over?

Go to MyAllowances, and click MyData to see how much you've rolled over. We add this amount to your standard UK allowances, giving you a new total amount. You'll then be able to see this information broken down between standard allowances, rollover and add-ons, to help you understand how your allowances are made up.


How will I know if I have any roll over left?

Go to MyAllowances, then MyData and scroll down the screen to Rollover. You'll see a breakdown of your rollover amount. You'll only see rollover amounts from previous amounts if you're still eligible to use it. If so, it'll be included in your new standard amount for this month.


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Tethering

Tethering is when you use one of your mobile devices (connected to the internet) as a modem for another device - usually a laptop or a Wi-Fi-only tablet.

Tethering price information

Please note that we do not allow tethering on any of our current plans. If you do use this service it is likely to use up large amounts of your data allowance very quickly, and you will be liable to pay any charge that may occur if you go over your allowance. Please check for updates on our website as this may change in the future.

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Credit check

What is a credit check?

We use credit checks to look at your financial history before deciding whether to offer you a contract. We have to carry out a credit check every time one of our customers signs up to a pay monthly mobile phone contract or credit agreement. This helps protect you from identity fraud and stops you from running up bills you can't pay.

We use a Credit Reference Agency to obtain information relating to your address, identity and personal credit history. They then assess this information against their own set criteria, and the order is accepted provided they are satisfied it meets their minimum threshold.

To decide whether we can let you sign up to one of our deals, they look at information from:

  • The electoral roll.
  • Court records such as CCJs (county court judgements) and bankruptcies but not criminal convictions.
  • Your financial history - all your dealings with banks, building societies and other lenders.

How does a credit check work?

We'll always ask your permission before we run a credit check. If you buy something in one of the Dixons Carphone stores or over the phone, our advisor will put your information into a computer system. iD carry out credit checks using a Credit Reference Agency - they assess the information we give them against their own set criteria, and send back their decision electronically as soon as possible.

If you're signing up online we'll send you an email if your application has been declined.

If buying in-store we'll let you know there and then if your application has been accepted, and if it hasn't we'll do our best to find a different product that suits your needs.


What if my application is not accepted?

If you have an order turned down due to a credit check, we advise you not to try to place another order, as putting through more than one check in a short space of time can harm your credit rating.


How do I build up a good credit rating?

A Pay monthly SIM only deal is a great way to build up your credit rating quickly and easily. It gives us a chance to get to know you, putting you in a good position to get a Pay Monthly handset contract later down the line. You can sign up for just a month at a time, so it's easy to swap to a contract once your credit rating improves. What's more, you still get great value on minutes, text messages and internet data.

Please note: a credit check is still performed for a Pay Monthly SIM only deal, but with no equipment included, lower line rentals and shorter contract lengths, while no guarantees can be given, your application would be more likely to be accepted for a Pay Monthly SIM only deal than a Pay monthly handset contract.


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Pay as you go

How do I get started with my iD Pay-As-You-Go plan?

To start making calls, sending texts or using data, you just need to top-up your credit or buy a bundle - if you haven't done this already. And don't forget to update your personal details either, so we can let you know about our great deals and treats, especially tailored to you.


What can the iD app and online account do?

The iD Mobile app puts you in complete control of your iD account at all times, even when you're out and about. Here are just a few of the useful things you'll be able to do: monitor your usage to see how much of your allowances you have left; top-up your credit; quickly buy bundles and make them recur each month; save your card details to make purchases quicker and easier; and get all our latest offers and much more!


How do I top up?

Simply tap 'Top-up now' from your dashboard, or do it from the 'Top-ups' section. Then choose your top-up amount and enter your card details. Then you just need to confirm the amount.


How do I buy a bundle?

In the app or online account, go to the 'Bundles' section. Click 'Buy a Bundle', and you can then browse the available Bundles. Click 'Buy now' on the one you want, and confirm payment to complete your purchase. You can also make this a recurring bundle, so it'll renew automatically each month, without you having to lift a finger.


How do I make my bundle recurring?

In the app or online account in the 'My allowances' panel you'll see a button called 'Set up recurring bundle'. Click on this and follow the steps. Alternatively, head to the 'Bundles' section and follow the same steps.


Why am I being asked to complete my profile?

You don't have your complete profile details saved with us yet. Until you do this, we'll send you regular reminders. We need this information to send you important information about your plan, and also to let you know when we've got great new deals and offers for you.


How do I save my card details?

Go to the 'My wallet' panel on the dashboard in the app or online account. Click on 'Add a card' and follow the steps. Alternatively, head to the same panel in the 'Account' area and follow the same steps.


Can I keep my number from my previous network?

Yes, you can - and we've made it easy for you. In the app or online acount at the bottom of your dashboard is a panel called 'Keep my number'. Click on this and follow the steps. You'll need to enter your PAC code (get this from your old network), and choose the date you'd like to transfer your number across to your iD plan.


How do I log out?

Head to 'My Account' in the app or online account and scroll down to the bottom of the screen. Then click 'Logout'.


How do I change my log in preferences?

Head to 'My Account' and scroll down to the bottom of the screen. Click 'Login preferences', and follow the steps onscreen to update how you log in to My iD.


How do I change my PIN?

Head to 'My Account' and scroll down to the bottom of the screen. Click 'Change my app PIN', and follow the steps onscreen to change your PIN.


When does my bundle refresh?

If you've set up a recurring bundle, it'll refresh one month from the day you purchased it (and every month after that). You can view when your bundle is due to refresh by loggin in to the iD Mobile app or online account, and viewing the 'My allowances' panel on the dashboard.


Can I change the date on which my bundle refreshes?

Unfortunately you're unable to do this. However, you have the option of cancelling your existing recurring bundle and buying a new one. Your bundle will be cancelled on the day it was due to refresh, and you can then purchase a new bundle on a different day.This is the best way of giving your bundle a more suitable refresh date.


Can I change the bundle package type that my bundle refreshes to?

Yes you can, and it's pretty straightforward. Head to the 'My allowances' panel, click 'Swap recurring bundle', and follow the steps onscreen to change your recurring bundle. Please note: this will only change your bundle that's due to recur next, and not the bundle that's currently active.


I've run out of some of the allowances in my bundle. What should I do?

If you've used up some of the allowances in your bundle, you can top-up with some credit and make the most of our excellent Pay-As-You-Go rates. You can do this by heading to 'Top-ups', tapping 'Top-up now' and choosing a top-up amount.


I've run out of all the allowances in my bundle. What should I do?

If you've used up all of the allowances in your bundle, you'll be able to purchase a brand new bundle. Head to 'Bundles' and follow the steps onscreen to do this.


Can I cancel my recurring bundle?

Yes you can, but please note that the cancellation will only take effect when your bundle was due to refresh. So if you're part of the way through your recurring bundle, you'll get a full month's worth of allowances. You won't be able to get a refund, so please try and use all your allowances up.


I bought the wrong bundle. Can I get a refund?

Unfortunately you're unable to do this. Once your bundle has been purchased, we can't cancel it or refund you - so please make sure you always choose the bundle you want.


My bundle is due to refresh tomorrow and I'm trying to cancel it but it won't work. Why is this?

We collect payments for recurring bundles between the hours of 18:00 and 23:59 the day before your bundle is due to recur. It could be that you're trying to cancel while this is happening, because you're unable to do this. You'll need to wait, and cancel your bundle once it recurs. This will cancel it for the following month. If you don't think this situation applies to the issue you're having, call us free on 7777 from your iD phone and we'll look into it for you.


My bundle was due to refresh but it's failed. Why?

There may be an issue with your card. Please check that you have sufficient funds, and your card hasn't expired. Then head to 'My Wallet' and make sure you've got the correct card details saved. You should then use your iD Mobile app or My Account online to repurchase the bundle and set it up again.


I've bought my latest top-up credit but now decided that I actually wanted a smaller amount: can I get a refund?

Unfortunately you're unable to do this. Once your top-up has been purchased, we can't cancel it or refund you - so please make sure you always choose the correct top-up amount.


Where can I see how much I've spent on top-ups recently?

Head to 'Top-ups' and scroll to the bottom of the 'Purchase history' panel. This is where you'll see your recent top-up transactions.


Where can I see the bundles that I've been buying?

Head to 'Bundles' and scroll to the bottom of the 'Purchase history' panel. This is where you'll see your recent bundle transactions.


Can I see how I've been using my bundle and/or top-up credit?

Yes. Go to 'Timeline' and you can apply a range of filters to view the minutes, texts and data that you've been using. You'll be able to see the phone numbers you've contacted with dates on each one, and you'll also be able to see charges for each activity.


How do I save a card?

To save a card, go to 'Account', head over to the 'My Wallet' panel, and follow the steps onscreen.


My card has expired - should l update it?

Yes, definitely. You should always keep your card details up to date, and make sure your card is active. This ensures that you'll be able to make quick purchases, and that there will be no issues with your recurring bundles.


Can I upgrade from this Pay-As-You-Go plan to a Pay Monthly contract?

Unfortunately not. However, you might be able to take out a new Pay Monthly plan with us. If you're interested in doing this, head over to idmobile.co.uk and check out our deals, or call us free on 7777 from your iD phone.


I no longer need my Pay-As-You-Go plan. Do I have to cancel it?

No, you don't need to do anything. Your SIM will expire after 90 days of inactivity, so if you've any top-up credit remaining, use it or you'll lose it! We'd hate to see you leave us though, so if there's anything we can do for you, we'd be happy to have a chat. You can call us free on 7777 from your iD phone.


How can I check the mobile coverage in my area?

You can check the strength of your mobile coverage by using our handy coverage checker.


How do I know if I'm receiving 4G?

Your phone will show 4G next to the signal bars if mobile data is switched on. 4G won't appear if Wi-Fi is switched on though, so please switch Wi-Fi off before checking.


How can I get 4G on my phone?

All iD plans are 4G compatible. However, to get the most out of 4G you need to be in a 4G coverage area AND have a 4G-ready phone. You can check whether your phone is 4G ready by referring to the instruction manual.


How can I check my voice messages?

Simply dial 123 on your mobile and a message will tell you if you have any voicemails. You'll also be told how to listen to them.


How can I turn off voice messages?

To turn off voicemail, call us on 7777 from your iD mobile, or 0333 003 7777 from a landline (charges from landlines and other mobile networks may vary).


How can I record a personal voicemail greeting?

Simply dial your voicemail service on 123 and follow the instructions.


How can I use Wi-Fi only?

You'll have to disable the mobile data on your phone, so that it's not being used to access the internet. Then make sure that the Wi-Fi option is switched on.


How can I use mobile data only?

Simply turn off the Wi-Fi option on your phone, and then enable mobile data. This will ensure your device is only using the data from your agreed price plan, and won't switch unexpectedly to Wi-Fi.


What is porting?

Porting is the process of transferring a phone number (via the PAC Code) from one network to another. Porting In to iD mean that you're transferring your number to iD from an old network. Porting Out means you're transferring your number from iD to another network.


What is a PAC Code?

A PAC (Porting Authorisation Code) is the code that allows you to transfer your mobile number from one network to another.


How long will it take to get a PAC code?

Your old network is legally obliged to give you a PAC immediately if you phone them, or within 2 hours if you text them.


How long is my PAC code valid for?

Your PAC will contain 3 letters and 6 numbers and will be valid for 30 days from the date of issue. After this the PAC will expire and you'll need to request a new one from your old network.


How can I check the status of my PAC transfer?

If you're joining iD and bringing your number with you, you can check the status of your transfer by logging in to iD to manage your account.


If I transfer my number to iD, will it still be active on my old network?

No. Your old contract or line will be cancelled automatically at the point your number is transferred.


Will I be charged to transfer my number to iD?

We won't charge you to transfer your number over to iD. But please check with your old network about any cancellation fees or outstanding balances.


What is a top-up?

A 'top-up' is when you add money to your account balance. You can then use your 'topped-up' account balance to makes calls, send texts and use data. You can also use it to purchase bundles.


How long does a top-up last?

Your top-up will expire if you don't use your phone for 365 days.


How much does a top-up cost?

Top-ups start from as little as £5. You can view all the pre-set amounts under 'top-ups'.


Where can I top-up?

You can top-up by credit or debit card using your iD Mobile app or My Account online. You can also top-up by card or cash in any Carphone Warehouse store.


What can I use my top-up for?

You can use your 'top-up' account balance to makes calls, send texts and use data, as well as roam when you're abroad or use any premium features. You can also use it to purchase bundles.


Can I top-up in store?

Yes you can top-up in any Carphone Warehouse store.


Can I top-up using my phone?

You won't be able to call us to top-up your credit, but you can use the iD Mobile app to top-up at any time.


How do I view my top-up history?

If you head to 'Timeline' you can view your purchase history and see how you've been using your top-up credit by using the handy filters.


How long will it take for my top-up credit to be activated?

When you top-up, you'll be able to start using it immediately.


Can I top-up abroad?

Yes, you can top-up abroad using your iD Mobile app or My Account online.


What if I havent received my top-up?

We'll always send you a text to confirm your top-up has been successful, so keep an eye out for that. If your credit hasn't updated within 24 hours, give us a call on 7777 from your iD mobile.


Why can't I top-up?

If you can't top-up it usually means there's a problem with your card. Here are a few things to check:

  • Check that you've got enough money in your account
  • Check that your card hasn't expired
  • Check that you've entered your security code correctly
  • If you're still having trouble, please give us a call on 7777 from your iD mobile.


    What is a bundle?

    A 'bundle' is simply a pre-set pack of allowances. You can use a bundle to give your 'Pay-As-You-Go' plan the monthly allowances that suit you the best.


    How long does a bundle last?

    Our bundles last a month from the day your purchased it. You can check how much you've got left by heading over to the 'Bundles' page.


    How much does a bundle cost?

    Bundles start from £5, depending on the amount of allowances in each one.


    Where can I buy a bundle?

    You can buy a bundle in the app or online account. Head to the 'Bundles' page, tap 'Buy a bundle', and you can then browse the available bundles. Tap 'Buy now' on the one you want, and confirm payment to complete your purchase.


    How many bundles can I have?

    You can only have one bundle active at any one time.


    Can I buy a bundle in store?

    Sorry, you can't buy bundles in-store. But we've made it really quick and easy for you to do it using your iD Mobile app or online account.


    Can I buy a bundle using my phone?

    Sorry, you can't buy bundles over the phone. But we've made it really quick and easy for you to do it using your iD app or online account.


    How can I see my current bundle?

    Go to the iD app or online account and head to the 'Bundles' section. You'll see your active bundle under the 'My allowances' panel.


    What phone numbers can I call using minutes in my bundles?

    All standard UK numbers are included in bundles. You can check if a UK number is standard or not online here.


    I have a bundle and top-up credit - which will be used first?

    Minutes, text and data will come out of your bundle allowance first of all. When this is used up, the charges will come out of your top-up balance.


    Where can I view the types of bundles available?

    Head to the 'Bundles' page and click 'Buy a bundle'. You'll then be able to see all the available bundles.


    Does my bundle cover voicemail costs?

    Yes, your bundle covers voicemail costs. We treat voicemail as a local number, so it comes out of your bundle allowance.


    Why is my doughnut red?

    The red doughnut is a handy indicator that your remaining balance is running low.


    How can I check how many allowances I have in my bundle?

    To check the allowances in your bundle, head to the iD app or online account and go to the 'Bundles' page. There you'll be able to view your 'My allowances' panel and see all your minutes, texts and data allowances and usage.


    Do I get allowances when I top up?

    No, you don't get allowances when you top-up. You need to buy a bundle to get allowances.


    I have a bundle and top-up credit. Which will be used first?

    Minutes, text and data will come out of your bundle allowance first of all. When this is used up, the charges will start to come out of your top-up balance.


    What is the 'Timeline' for?

    The 'Timeline' feature shows you all of your usage and purchase history so that you can keep track of how you're using your iD Pay-As-You-Go plan. We've included handy filters so you can search for specific information.


    How do I use the 'Timeline'?

    Head to 'Timeline' and use the filter button to start choosing the type of information you want to view.


    How do I change my personal details?

    On the 'Account' page, click 'Edit my details'. Then make your changes and confirm when you're done.


    How do I change my profile pic?

    On the 'Account' page, click 'Edit my details'. Then upload a new picture and confirm when you're done.


    How do I change my marketing preferences?

    On the 'Account' page, scroll to the bottom and you'll see 'Marketing preferences'. Then click 'Edit preferences', choose an option and confirm.


    What are my marketing preferences used for?

    Your marketing preferences help us to decide what to send you. We won't send you stuff that won't interest you - just deal and offers that are relevant to you, based on your iD plan and previous purchases.


    What is 'My wallet'?

    'My wallet' is a handy feature that lets you save your card details. Doing this means you'll be able to make quick purchases of things like bundles and top-up credit, without having to enter your card details every time. And if you decide to set up a recurring bundle, these same details will be used each time payment is due - so you'll never have to worry about being left short of allowances.


    How do I save a card in 'My wallet'?

    Head to the 'Account' page, and click 'Add a card' on the 'My wallet' panel. You'll then be taken through a few simple steps to add your card, so be sure to have your card details ready.


    How many cards can I save?

    At the moment, you can only save one card.


    What happens when my card expires?

    When your card expires, you'll be prompted to update your details with a new active card. You should do this as soon as possible to ensure that there are no issues with the payments for your recurring bundles.


    How do I replace my current saved card details?

    Head to the 'Account' page, and click 'Replace this card' on the 'My wallet' panel.


    What is my customer services PIN used for?

    If ever you need to speak to us on the phone, we need to check that you are who you say you are! This is one of the many things we do to keep your data safe. So to make sure we don't spend too much time asking lots of different questions, we simply ask for your Customer Services PIN. This number is unique to you, and you can change it at any time using the iD Mobile app or My Account online.


    How can I change my customer services PIN?

    Head to the 'Account' page and click 'Change my PIN' on the 'My customer services PIN' panel. We'll then ask you to choose a new PIN.


    I want to keep my number from my previous network. Can I do this?

    Yes, you can - and we've made it easy for you. At the bottom of your dashboard is a panel called 'Keep my number'. Click on this and follow the steps. You'll need to enter your PAC code (get this from your old network), and choose the date you'd like to transfer your number across to your iD plan.


    What is 'International'? What happens when I turn it on or off?

    When 'International' is set to 'On', you can call foreign numbers when you're outside the UK. If you set it to 'Off' you won't be able to do this.


    What is 'Roaming'? What happens when I turn it on or off?

    When 'Roaming' is set to 'On' you'll be able to use your iD services when you are abroad. You can make calls, send texts and use data – but roaming charges will apply. If you set 'Roaming' to 'Off' you won't be able to use any iD services when you're abroad.


    What is 'Premium'? What happens when I turn it on or off?

    When 'Premium' is set to 'On' you can call or text premium numbers. You can check which premium numbers are included here. If you set 'Premium' to 'Off', you'll be prevented from calling or texting premium numbers.


    Can I move from Pay-as-you-go to Pay Monthly?

    Yes, you're allowed to change from 'Pay-As-You-Go' to 'Pay Monthly'. You'll have to apply for your new plan though, and it'll depend on your credit score whether you can get it or not.


    Why can't I set up an auto top-up?

    Unfortunately we do not currently offer auto top-ups. But check back soon as this is an exciting new feature that we are building for you!


    My first bundle that I purchased on the iD website lasted for 35 days, but all of the bundles that are available to buy are only valid for 30 days - why is this?

    We want you to get the most value out of your bundle, and to make sure you have enough time to use your bundle when you ordered from us online we added a few extra days. For any new bundles that you now choose to buy, they'll only last for 30 days so that you can get a new bundle every month.


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    Upgrades

    What exactly is an upgrade?

    An upgrade is when you extend the length of your plan with us. You keep your existing number, but you can change your plan details if you wish. You can also upgrade to a new phone.


    What are the benefits of upgrading?

    Upgrading is a great opportunity for you to own one of the very latest smartphones, without paying lots of money upfront. Or, if any of your needs have changed since you chose your last iD plan (for example, if you need more monthly data), you can go for a new plan that's just right for you. You can even choose a cheaper plan if you wish.


    How can I find out If I'm eligible to upgrade?

    It's quick and easy to find out if you're eligible to upgrade with us. Simply log in to your iD Mobile app or My Account online, go to 'My Account', tap 'Check if I am eligible', and complete the Upgrade Checker. There's no waiting around - you'll be told if you're eligible almost immediately. And if you're not eligible, you'll be advised what you can do next.


    Can you remind me when I'm due an upgrade?

    Yes, we can send you an email to remind you when you're due an upgrade. You just need to agree to receive our marketing communications – and at the same time, you can check that your email address is valid. You can do both these things by logging in to the iD Mobile app or My Account online, then going to ‘My Account'. You can also check your upgrade status in this section, by tapping ‘My Upgrade'.


    How do I upgrade?

    First of all, check if you're eligible to upgrade (see ‘How can I find out If I'm eligible to upgrade?' above).

    If you're eligible, congratulations! You can now go ahead and browse through our deals and purchase an upgrade. To do this, log in to your iD Mobile app or My Account online, go to ‘My Account', and then scroll down to ‘My Upgrade'. Alternatively, feel free to pop into any Carphone Warehouse store for a chat.


    Can I upgrade to a lower priced plan?

    Yes, you can upgrade to a lower priced plan, depending on your current plan and phone. At iD, we always do our best to find the best plan for you - even if it's cheaper than your current one.


    What new plan or phone can I upgrade to?

    That depends on your current plan, your credit rating, and also what we've got available in-store or online. If you're eligible to upgrade, you can browse through our current deals by logging in to your iD Mobile app or My Account online, going to ‘My Account', and then scrolling down to ‘My Upgrade'. Alternatively, feel free to pop into any Carphone Warehouse store to chat about your options.


    How often can I upgrade?

    You can only upgrade once per plan.


    How can I check when my plan started?

    You can check when your plan started using your iD Mobile app or My Account online. Simply go to 'My Account', scroll down to 'My Plan' and you'll see your plan start date.


    Can I cancel my upgrade?

    Yes, if you change your mind you can cancel your upgrade - just as long as it's within 14 days of signing up to your new iD plan and you upgraded through our website or over the phone. Please note that any upgrades done in a Carphone Warehouse store may not be cancelled. Find out more Here


    What happens if I cancel my upgrade?

    If you upgraded online or over the phone, you can cancel within 14 days. If you do this, you'll receive a refund and revert back to your old plan (if it's still available). If you purchased an upgrade in store, unfortunately you can't cancel it. Once cancelled, your plan will revert to the original plan that you were on.


    If I upgrade earlier than the end date of my current plan, will the remaining days be added onto my new plan?

    No. Your new plan will start from the moment you upgrade. You won't have to serve the remaining days on your previous plan.


    I logged in to My Account online and clicked on the 'Upgrades' option in the website menu, but I'm being asked to check my eligibility first - why do I have to do this?

    We need to check that you're definitely eligible for an upgrade before we show you which deals you can go for. This is why you need to check your eligibility at this stage.


    If I just buy a new plan from the website without doing an eligibility check, can I turn it into an upgrade afterwards?

    No, unfortunately not. If you take out a new plan from our website, it's not classed as an upgrade. It's simply treated as a new plan, even if you're eligible for an upgrade. You'll also be unable to keep your existing iD mobile number. That's why we always recommend you upgrade via the eligibility checker.


    I have an add-on on my current plan. What happens to it if I upgrade?

    If you have an add-on, you can use it even after you upgrade. Your existing add-on are simply added to your new plan. If you wish to remove the add-on, you can do this by going to 'My Add-ons', selecting the add-on, and choosing the 'Remove' option.


    What happens if I upgrade part of the way through my current billing month?

    You'll receive a pro-rated credit for your original line rental, and a pro-rated charge for your new plan. You'll also be charged a full month's line rental in advance of your upcoming bill. And finally, any out of bundle charges for the previous month will also be applied.


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    Managing my iD Account

    What is my ‘iD Account'?

    It's your online account that puts you in control with more choice and more flexibility.


    What can I do in the ‘iD Account' area?

    You can:

    • See your bills for the past 12 months.
    • Monitor your usage.
    • Purchase extra bundles and services when require.
    • Pay your bills.
    • Get the latest offers and much more.

    Where can I access my 'iD Account'?

    You can access your ‘iD Account' using the iD App, or you can access it directly from our website at https://my.iDmobile.co.uk.


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    Add-ons

    I've gone over my allowance. Can I cover it with an add-on?

    No, sorry. If you go over your allowance, you'll be charged at out of bundle rates until you buy your add-on.

    Your add-on can't be backdated or used to cover your past usage. It comes into effect when you buy it, and never before.

    Don't let this put you off buying an add-on when you've gone over and above your limit. An add-on will still prevent you from racking up additional out of bundle charges.


    How long does my one off add-on last?

    Your add-on will last 30 days, even across different billing periods.

    So for example, if you buy an add-on two days before your current billing period ends, it won't just end in two days' time. It always last for a whole 30 days.


    When does my recurring add-on refresh?

    Recurring add-ons refresh when your new billing period does.

    So for example, if you buy a recurring add-on two days before your current billing period ends, it will only last two days before it's refreshed. Don't worry too much though, as you would only be charged for two days' worth. The full charge of the add-on would be applied from the start of the next full month.

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    SIM

    Which SIM size do I need?

    We've taken the hassle out of having to order a specific SIM card size based on your device. So when you order your iD SIM card, you'll get a one size fits all SIM card that snaps into the required size.

    Each SIM card has a Standard, Micro and Nano SIM fitting. You can change these at any time by adding or removing the adaptor that comes with your SIM pack.


    What if I lose my SIM?

    If you lose your SIM you can purchase a replacement by popping in to your closest Carphone Warehouse branch or by calling us on 0333 003 7777.

    If your SIM card is lost or stolen you must call us immediately to place a bar on your account and stop any unauthorised usage. Customers are liable for any usage until they have contacted us to place a bar on their account.


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    Settings

    How do I get my mobile phone or tablet settings?

    All phones and tablets bought from iD should arrive with the correct settings already set up.

    However, if you've bought a SIM only contract and would like to use a device you already own, you'll be able to find the settings for your device on the 'Get Your Settings' page.

    If you can't find the automated settings for your phone you can get the manual settings for the most common devices here as well.


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    Using my phone abroad

    Will I be able to use my Phone abroad?

    To use your phone abroad you'll need to make sure the roaming bar has been removed from your account.

    To enable roaming on your account, log in to your 'iD Account', click on 'My Extras', then ‘Calling Features'. From here you can turn roaming on or off.

    If you've any difficulties or wish to speak to a member of the iD team please call 0333 003 7777 from a landline, or 7777 from your iD mobile (charges from landlines and other mobile networks may vary).


    What is data roaming?

    Data roaming is using the internet on your phone when you're abroad, whether you're browsing the web or sending an email.

    Smartphones are permanently connected to the internet unless you disable mobile data, so you could use data without realising it. If you use data on your phone when you're abroad, you'll be charged standard roaming rates.


    I don't want to use Data abroad, how do I disable data?

    If you don't want to use data abroad we recommend switching off data roaming on your device. This will stop the you from accessing the international data network. Please check the operating manual for the device you are using to activate/deactivate this feature.

    If you do want use data abroad, please check the roaming rates for your destination before you're travel.


    Will my data be capped while I'm abroad?

    Protection against "bill shock" - To protect you against excessive data roaming bills, the volume of downloaded data on your mobile device is capped, worldwide, at £41 per bill cycle. You will also receive a text warning when you reach 80% of this limit.

    Everyone is automatically opted into this to prevent any shocks when your bill arrives, so you'll need to contact us if you would like to opt out. To opt out please contact us on our free phone number 7777 or from abroad on +447482227777.

    If you are travelling to one of our inclusive EU roaming destinations, you can use your monthly standard allowance (subject to our fair usage and open data policies). If you have a cap on your standard allowances in the UK, this will still apply in our inclusive EU roaming destinations.


    How can I use internet abroad without using my mobile data?

    You can use Wi-Fi when you are in range of a suitable Wi-Fi connection. Hotels and resorts often allow free access to guests, and Wi-Fi is often available in libraries, coffee shops and other public places.

    We always advise customers who connect to Wi-Fi either at home or abroad to ensure that their mobile data is switched off, so that all data traffic goes via Wi-Fi only.


    Do add-ons work abroad?

    You can use add-ons in any of our 50 inclusive EU roaming destinations. So if you're ever running low on allowance, you can buy what you need with your iD Mobile app or My Account online. If you're in a destination where we don't offer inclusive EU roaming, your add-ons won't work and you'll be charged at our roaming rates for any usage.


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    EU Roaming

    What is the fair usage policy?

    Our fair usage policy has been designed to prevent someone from using one of our SIMs to permanently roam in one our 50 inclusive EU roaming destinations. So if you use your phone to roam more than you use it at home (in the UK) over a 4-month period, we might think you're permanently roaming.

    If so, we'll take the following action:

    • First of all, we'll send you a text reminding you of the fair usage policy. If you do not change your usage behaviour, we'll also ask you to provide some sort of proof that you have strong ties to the UK, like a UK bill or bank statement.
    • If you do not provide any proof of your strong ties to the UK, and continue to roam in the EU more than you use your plan in the UK, we'll apply a surcharge to your EU roaming usage. When we do this we'll send you another text message - to make you aware of the situation, and give you a second chance to stop roaming and avoid charges.

    The surcharges that will be applied to your account if you exceed our fair usage limits are 3.2p per minute, 1p per text, and 0.76p per MB of data.


    What is the open data policy?

    Our open data policy only applies to selected plans. To see if it applies to you, please visit idmobile.co.uk/eu-roaming/fair-use-policy and answer the two short questions.

    The open data policy has been designed to prevent someone using excessive amounts of data when they're roaming. Selected plans have an EU data roaming threshold, which is the maximum data allowance that can be used for roaming. If a customer exceeds this more than once, they'll incur a data roaming surcharge of 0.76p per MB of data

    If the open data policy applies to your plan, you'll receive a text from us when you reach 80% and 100% of the threshold, to make you aware of the situation and give you a chance to change your usage behaviour.


    Are data add-ons affected by the open data policy?

    You won't incur any additional roaming charges for using add-ons – our open data policy only applies to your standard monthly data allowance.


    Will I use up data if I login to the iD Mobile app when I'm in another EU country?

    No, the iD Mobile app doesn't use up any of your data. You can login and use it as many times as you want, in any EU country.


    What is inclusive EU roaming?

    All iD Mobile plans come with inclusive EU roaming. This lets you roam like you're at home in 50 destinations. Any minutes, texts and data you use come out of your monthly allowances (fair usage & open data policies apply).


    How does inclusive EU roaming work?
    1. Enable roaming on your phone. You can do this with the iD Mobile app or My Account online.
    2. Head off on your travels. Visit any of the 50 inclusive EU roaming destinations.
    3. Use your phone like at home. Minutes, texts & data will come out of your allowance.

    What happens if I run out of an allowance when I'm roaming?

    If you’re in an inclusive EU roaming destination and you run out of an allowance and keep using it (for example, if you run out of texts but keep sending text messages), you'll be charged standard UK out-of-plan rates to text or call the UK or someone else in the country that you're in.

    If you call or text someone in a different country, you will be charged the same rate as if you made that call or sent that text from the UK


    Can I use add-ons for EU roaming?

    Yes, you can use add-ons in any of our inclusive EU roaming countries. So if you're ever running low on an allowance, you can buy what you need using the iD Mobile app or My Account online, and avoid racking up out-of-plan charges.


    When I'm roaming, what countries can I call with my minutes?

    When you're abroad in an inclusive EU roaming destination, you can use your minutes to call the UK, or another phone number in the destination you're in. If you call a non-UK number in a destination other to the one you're in, you won't be able to use your inclusive minutes - you'll be charged roaming rates instead.


    Can I use my entire monthly data allowance for roaming?

    It depends what plan you're on. Our open data policy applies to selected iD plans, and it means you'll be charged for using more than a certain amount of your data allowance for EU roaming. You should also be aware of our fair usage policy, which adds a surcharge to your plan if you spend too much time roaming, rather than using your phone in the UK. See our fair usage & open data policies page for more details.

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