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Understanding your bill

Your bill is refreshed every month, on the day you started your plan. Here’s everything you need to know about it.

How does my bill work?

Here's an example of how it works if you joined on the 1st of the month

Your first bill.

You'll get your first bill on the 2nd of the month (the day after you joined).

Your future bills.

You'll get future bills on the 1st of each month (the day you joined).

14 days to pay.

Payment is always due 14 days after the 'bill date' on your invoice.

* Your Pay Monthly plan will be adjusted every year by the rate of inflation.

How can I view my bill?

Online with My Account.

If you haven't registered yet, we recommend you do it now - it's quick and easy.

Log in

With the free iD app.

The iD mobile app gives you complete control even when you're on the go.

Download

What information is on my bill?

Each bill is split into easy-to-understand sections. Check out a sample below, and click for more information.

  • Page 1
  • Page 2
bill sample page 1
Account Details.

Account number.
This is the unique reference code for your personal account. If you contact us with an account query, please quote this number so we can quickly access your details.
Your allowances.
This is your standard monthly allowance of minutes, texts and data.
Bill number.
This is the unique reference code for this bill. If you contact us with a bill query, please quote this number so we can quickly access the details.

Payment Details.

Amount due.
This is the total outstanding amount you need to pay.
Billing period.
This is the length of time covered by this bill. At midnight on the second date, your allowances refresh and a new billing period starts.
Direct Debit due.
If you’ve set up a Direct Debit, the ‘amount due’ will automatically be taken from your bank account on the date shown. For more information on setting up a Direct Debit, take a look at the "how can I pay my bill" section.

Your name and phone number.

These are the personal details of the account holder.

Bill Summary.

Monthly recurring charge.
This is the your agreed monthly line rental, this will always be the same unless you change your plan.
200 Extra Minutes.
This will be any Add-Ons you purchased this month.
UK.
These are your UK-based charges for this billing period. For more details, check your bill breakdown.
International.
These are the charges for calling or texting abroad from the UK. For more details, check your bill breakdown.
Roaming.
These are charges for calling, texting or using data when you a) are roaming in a location that isn’t one of our 50 inclusive EU roaming destinations, or b) incur out-of-bundle charges when you're roaming in one of our 50 inclusive EU roaming destinations (you'll do this if you run out of an allowance and keep using it. For example, if you run out of minutes and keep making calls to the UK). For more details, check your bill breakdown.
Total charges for this month.
Your total charges for this billing period are made up of your line rental, plus any out of bundle charges.

Account summary.

Balance from your previous invoice
This is the total outstanding amount you need to pay. It may include outstanding amounts from previous bills, late payment fees and other additional charges. For more information on call charges and add-on prices, visit our call charges page.

Total amount due.

This is the total outstanding amount that you need to pay for this billing period. It includes your line rental, along with any extra charges and outstanding payments that may apply.

bill sample page 2
Your allowances.

This is a breakdown of how you've used your standard monthly allowances. Your 'Data Rollover' details are also included here. You’ll see the amount of data you've rolled over from last month, and the data you're rolling into next month.

Your bill breakdown.

UK.
These are your UK-based charges for this billing period.
Mobile, national & local calls.
This is a breakdown of all your mobile calls for this billing period. It includes details of the date, call duration and cost (if any).
Roaming.
If you’ve used your phone abroad in this billing period, your calls texts and data usage will be listed here.
Non-geographic calls.
Non-geographic calls consist of 08, 09 and 118 service numbers.
The costs for these calls consist of an Access Charge and a Service Charge. The iD Access Charge is 30p, and the Service Charge is set by the organisation you’re calling. See www.idmobile.co.uk/uk-calling or www.ukcalling.info for more details.

How can I pay my bill?

Direct Debit.

Direct Debit is the payment method we recommend. It's secure, easy to set up and completely automated.

One-off card payment.

We accept one-off card payments in emergencies. You can do this online, by phone or with the iD app.

Your questions answered.

Where can I view my bill?

You can view your bill by logging in to My Account or the iD app, and then going to My Bills & Payments.

How can I get paper billing?
Paper billing is available at a cost of £1.50 per month. To get it, call our Customer Services team on 7777 free 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. As soon as you set one up you’ll get the full benefit of all our network features.

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 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:

  1. Pay online with My Account. To do this, register at my.idmobile.co.uk if you haven't already done so.
  2. Pay with the iD app. Download it for free from idmobile.co.uk/app if you haven’t already done so.
  3. Pay by phone. Call 7777 free from your iD mobile, or 0333 003 7777 from any other phone (calls from other networks and landlines may vary).
Why do you bill me the day after I join?
We do this to ask you to pay 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 happens if I fail to make a payment?

If you miss a payment, we’ll probably try to contact you via SMS, TTS (Text To Speech message) or by post. We might put an outgoing restriction on the line until your account is brought up to date. If you think that you might miss a payment, the best thing to do is to contact us as soon as possible. We’ll do our best to help.

You can contact us as follows:

  • Call 7777 free from your iD mobile
  • Call 0333 003 7777 from any other phone (calls from other networks and landlines may vary)
  • Complete the online contact form.
  • Write to:
    iD Customer Services
    PO Box 356
    Southampton
    SO30 2PG

We strongly recommend that you contact us if you think you might have any problems paying, because failing to pay your monthly bill could cause you problems:

  • Your credit rating could suffer, with a ‘default’ applied to your credit file. This could affect your future applications for credit, including mortgages.
  • Your account could be referred to a debt collection agency, who would then handle further correspondence and contact on our behalf.
  • Your account could be disconnected, and a cancellation fee applied in line with our terms and conditions.
Can I change my payment date?

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

Do I need to pay any charges at the end of my plan?
Yes, at the end of your plan you'll pay your standard monthly plan amount, along with any additional charges you incurred outside of your allowances.
Will it cost me anything to cancel early?
Yes. As with other networks, if you cancel your iD plan early you’ll need to pay an early cancellation fee. The amount varies, depending on the type of plan and how early you want to cancel. To find out more, call our Customer Services team on 7777 free from your iD mobile, or 0333 003 7777 from a landline (charges from landlines and other mobile networks may vary).
What are the Multimedia Messaging Service (MMS) charges on my bill?
If you get a 30p charge on your bill for an MMS, it could be for a number of reasons. MMS includes picture messaging, video messaging, using emojis in a text, or sending an email by text.
How much does it cost to make a video call?

Video calling to iD and other UK mobile numbers costs 50p per minute, with a one-minute minimum call charge

Why did I get charged for accessing my voicemail?

Calls to access your voicemail come out of your monthly minutes allowance, but if you run out of minutes you’ll get charged the standard rate for using voicemail. This is currently 40p per minute, with a one-minute minimum call charge.

You’ll also be charged the standard voicemail rate if you use the call back service within voicemail. Find out more on the new Voicemail page.

If you access voicemail while roaming in a country not covered by your plan or bundle, you’ll also be charged. For details, check out our roaming call charge rates.

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

Please check our call charges table.

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

Yes, all iD Mobile plans purchased after 15 June 2017 come with a pre-installed capping feature, so there will always be a cap on your monthly spend. The cap is pre-set at your credit limit, and can be adjusted to as little as £5.

Having a cap on your plan means that even if you use up your minutes, texts or data and start getting charged at our out-of-bundle rates, you won't spend more than you can afford.

To find out more, call us on 7777 free from your iD mobile, or 0333 003 7777 from another phone (charges from landlines and other mobile networks may vary).

How can I check my monthly usage?

You can easily check how many minutes, texts and data you’re using throughout the month. Simply log in to My Account or the iD app, and then go to My Allowances.

You can also check your balances using our handy automated voice service - call 7777 free from your iD mobile, or 0333 003 7777 from a landline (charges from landlines and other mobile networks may vary).

When do my allowances refresh?

Your allowances refresh each calendar month. The exact day depends on the date your plan 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 the date that my allowances refresh each month?

No, sorry. We’re unable to change the allowance refresh date.

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 run out of an allowance and keep using it (for example, if you run out of minutes but keep phoning the UK), you'll be charge at our out-of-bundle roaming rates. See our roaming rates page.

Note: your out-of-bundle data usage will be capped at £41 (even if your cap is more), due to current EU regulations.

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.

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.

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.