If your phone has been lost or stolen, you need to tell us right away so we can protect your account from misuse. To do this, log into your app or online account and follow these steps:
Alternatively, click 'Chat to us' at the bottom right-hand corner of the screen and one of our Live Chat agents will assist you. If Live Chat is unavailable, call us on 0333 003 7777 as soon as possible.
If your phone is insured you'll 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 phone being lost or stolen. Before you can submit a claim, they may also require you to contact the police and get an incident reference number - usually within 24 to 48 hours of your phone being lost or stolen.
When you contact your insurer and the police, have your phone's IMEI (serial number) to hand. If you don't know it, contact us and we'll tell you.
If your phone's not insured and you won't be covered for the cost of buying a new one, don't panic - Carephone Warehouse has a wide range of great value handsets that you can buy SIM-free.
To get a replacement SIM click 'Chat to us' at the bottom right-hand corner of the screen. One of our Live Chat agents will arrange for you to be sent one within 2-3 days. Or if you need a new SIM right away, visit your nearest Carphone Warehouse and buy a replacement SIM for £5.
Once you receive the SIM, please activate it by getting in touch via Live Chat.
Your standard monthly plan cost can be found by logging in to the iD Mobile app or My Account online, and going to the 'My Dashboard' section.
The best way to pay your bill is via Direct Debit - it's our preferred payment method. Paying by Direct Debit means you don't have to remember to make a payment every month and so avoid any issues with late payments. You can set up or amend your Direct Debit details using the iD Mobile App or by logging in to My Account.
We also accept one-off card payments in emergencies. You can make an emergency card payment using one of the following methods:
Data Rollover is a free feature on all iD plans. It automatically rolls over your unused data allowance to the next month, giving you a second chance to use it.
Capping is a free feature on all iD Mobile plans. It puts a cap (limit) on your monthly spend. So even if you use up an allowance and get charged at our out-of-plan rates, you won't pay more than you can afford.
All iD Mobile plans come with inclusive EU roaming. This feature lets you use your monthly allowance of minutes, texts and data when you're in 50 destination.