Switching to iD or Leaving iD.
Whether you are looking to switch to iD or looking to leave us. You can find everything you need here.
I want to:
It's easy as 1-2-3.
1. Request a PAC.
Using your old SIM, Text PAC to 65075.
This PAC will last for 30 days.
2. Give us your PAC.
Once you've got a PAC, click 'Submit PAC' to begin. You'll also need your 'Transaction Number' from your 'Welcome to iD' email.
3. We'll take care of the rest.
Sit tight and we'll move your number to your iD Mobile plan on the date you selected.
FAQs.
If you have an iPhone and get error messages when activating iMessage or FaceTime, check out this Community Article to resolve the issue.
If you have an iPhone and get a “Not delivered’ message when you send a text, despite them receiving the text, your iPhone may not have the correct mobile number saved. Check out this Community Article to resolve the issue.
A PAC is a unique 9-digit code that lets you move your mobile number from one network to another.
To get a PAC, text the word PAC to 65075 whilst using the SIM from your old network.
Your PAC will then be sent to you by text. You'll need to contact your previous network if you have any issues.
When you requested to transfer your mobile number over to us, you’ll have selected the exact date you wanted your switch to happen on.
Remember, your switch can happen anytime between 10am-6pm on your chosen date.
You’ll also receive a text from us as soon as your number has been transferred to iD.
We’ll send you a text as soon as your number has been transferred to us. Your old account should immediately disconnect once your number’s been transferred over. If it doesn't, you'll need to contact your old network.
Transferring your existing number over to us is free of charge. But you'll need to check with your old network about any cancellation fees or outstanding balances.
If it’s after 6pm on your chosen switching date - and you still haven’t received a text telling you your number’s been transferred over to us - don't worry.
Our systems will automatically spot the delay. And while we're fixing the issue, we'll credit your account with the equivalent of 7 days’ worth of your monthly cost for any inconvenience caused, which you’ll receive within a few days.
Only in the extremely unlikely event that your switch is delayed by more than 7 days from your chosen switching date, or you’d like to receive your delay compensation via Direct Debit, should you need to contact us about a delayed switch.
You’ll need your 'Transaction Number' when switching to iD. This is a 9-digit number that can now be found on your 'Order Complete' or ‘Welcome to iD’ emails.
Once your switch is complete, we recommend that you restart your phone before using it. If you do experience any issues with your phone or service after switching, you might need to update some device settings. Learn more here.
It can take a few extra days to switch to iD during a bank holiday. However, you don’t need to worry about how bank holidays will impact your switch, as these additional days will automatically be factored into your chosen switching date when you submit your switching request.
To cancel your switch, you must request a cancellation manually. This must be done at least 24 hours before your chosen switching date. Unfortunately, if it’s after 6pm the day before your chosen switching date, you won’t be able to cancel your switch.
To cancel your switching request, please contact our customer services team by clicking here.
It's easy as 1-2-3.
1. Request a STAC.
Using your old SIM, Text STAC to 75075.
This STAC will last for 30 days.
2. Give us your STAC.
Once you've got a STAC, click 'Submit STAC' to begin. You'll also need your 'Transaction Number' from your 'Welcome to iD' email.
3. We'll take care of the rest.
Sit tight and we'll ensure your switch to iD Mobile happens on the date you selected.
FAQs.
A STAC is a 9-digit code that lets you switch to another network if you don’t want to keep your existing number. Once your STAC has been processed, your old plan will disconnect immediately, and your old number will be lost. It makes switching networks quicker, easier, and cheaper.
To get a STAC, text the word STAC to 75075 whilst using the SIM from your old network.
Your STAC will then be sent to you by text. You'll need to contact your old network if you have any issues.
When you placed your original switching request, you’ll have selected the exact date you wanted your switch to happen on. Remember, your switch can happen anytime between 10am-6pm on your chosen date.
You’ll also receive a text from us as soon as your switch is complete.
Once your switch is complete, we’ll text you to let you know that your previous mobile number and services have been terminated with your old provider. If you haven’t registered your iD account online or through the app, make sure to use your new iD mobile number when you do.
Switching to us using a STAC is free of charge. But you'll need to check with your old network about any cancellation fees or outstanding balances.
If it’s after 6pm on your chosen switching date - and you still haven’t received a text to tell you your switch is complete - don't worry.
Our systems will automatically spot the delay. And while we're fixing the issue, we'll credit your account with the equivalent of 7 days’ worth of your monthly cost for any inconvenience caused, which you’ll receive within a few days.
Only in the extremely unlikely event that your switch is delayed by more than 7 days from your chosen switching date, should you need to contact us about a delayed switch.
You’ll need your 'Transaction Number' when switching to iD. This is a 9-digit number that can now be found on your 'Order Complete' or ‘Welcome to iD’ emails.
Once your switch is complete, we recommend that you restart your phone before using it. If you do happen to experience any issues with your phone or service after switching, you might need to update some device settings. Learn more here.
It can take a few extra days to switch to iD during a bank holiday. However, you don’t need to worry about how bank holidays will impact your switch, as these additional days will automatically be factored into your chosen switching date when you submit your switching request.
To cancel your switch, you must request a cancellation manually. This must be done at least 24 hours before your chosen switching date. Unfortunately, if it’s after 6pm the day before your chosen switching date, you won’t be able to cancel your switch.
To cancel your switching request, please contact our customer services team by clicking here.
I want to:
Step 1: How do I keep my number when I leave iD?
To move your number from iD to your new provider, you'll need a PAC from us.
You'll need to use your iD SIM, and should receive your PAC via SMS within 60 seconds.
Step 2: What happens once i've received my PAC?
You'll need to give your PAC to your new provider, who will then begin the process of moving your number across to your new account with them.
You have 30 days to give your PAC to your new provider, if you don't use it within that time, your account with us will stay open and you'll be charged for our services as normal. If you still want to switch, you can just request a new PAC.
Step 3: How much will it cost to switch to a new provider?
Switching from one network to another is free, but if you decide to leave before your minimum contract period, you may be charged an early cancellation fee, in addition to any outstanding balances and your final bill.
Your estimated final bill for terminating your contract will been included in your PAC SMS (Step 1).
FAQs.
A PAC is a unique 9-digit code that lets you move your mobile number from one network to another.
To get a PAC, text the word PAC to 65075 whilst using your iD SIM.
Your PAC will then be sent to you by text. You'll need to give this PAC to your new provider.
Your service should be switched over to your new provider on your chosen day. If it takes any longer, you’re entitled to compensation from your new provider. Most networks will automatically credit your account for every day that the switch is delayed.
If you have any concerns or wish to know the exact date your switch is due, you will need to contact your new provider directly.
You should receive a text from your new provider as soon as your mobile number has been transferred over to them, letting you know that your switch is complete. Once this happens, your iD account will be terminated, and your final iD bill will be produced the next day.
If you are out of contract, there are no additional costs to switching to a new provider or retaining your handset. If you are currently in contract, switching is still free, but you are obligated to pay a termination fee which is your iD monthly cost multiplied by the remaining months left on your iD contract.
Your estimated final bill for terminating your iD Mobile contract will have been given in your PAC SMS (Step 1).
If it takes any longer than the date you selected, you’re entitled to compensation from your new provider. Most networks will automatically credit your account for every day that the switch is delayed.
You will need to contact your new provider directly for any updates regarding a delayed switch.
You can still access your account for 6 months following your account disconnection, by simply logging in to My Account or the iD App.
If you want to ditch your number instead of keeping it when you switch to a new provider, you will need a STAC.
To learn more about the STAC process, click ‘Ditch my Number’ at the top of this page.
If you have already submitted your PAC to your new provider, you will need to contact them as soon as possible to request a switching cancellation.
Please note: A cancellation request will typically need to be submitted to your new provider at least 24 hours before your switch is due to be complete.
If you have already left iD Mobile, and your plan has been disconnected, it is still possible for you to transfer your old iD number to your new provider via our Live Chat team.
Simply type ‘PAC after disconnection’ into our Live Chat here.
Important: You must contact us within 30 days of your disconnection date to request a PAC.
There are 2 ways to request a PAC if you have deleted your eSIM from your phone:
Request a PAC Online:
- Log in to the iD Mobile App.
- Click “My Account”.
- Click “Thinking of leaving?”.
- Click “Switch or Cancel Now”.
- Choose “Get PAC Code” and follow the instructions.
Request a PAC over the phone
- Call 0333 003 7777.
- Select option 2 for Upgrades, Plan Changes and Cancellations.
- Select option 1 for PAC.
- Input your iD Customer Service PIN - you can find this in your Welcome SMS, Welcome Email or iD Mobile App / My Account Online.
- Once complete - you will be transferred through to a member of our team.
Request a replacement eSIM
Check out our Community Article on how to get a replacement eSIM.
Step 1: How do I switch provider if I want to ditch my iD number?
Text STAC to 75075
You'll need to use your iD SIM, and should receive your STAC via SMS within 60 seconds.
Step 2: What happens once I've received my STAC?
You'll need to give your STAC to your new provider, who will then begin the process of switching over your services. Your iD account and mobile number will also be disconnected.
You have 30 days to give your STAC to your new provider, if you don't use it within that time, your account with us will stay open and you'll be charged for our services as normal. If you still want to switch, you can just request a new STAC.
Step 3: How much will it cost to switch to a new provider?
Switching from one network to another is free, but if you decide to leave before your minimum contract period, you may be charged an early cancellation fee, in addition to any outstanding balances and your final bill.
Your estimated final bill for terminating your contract will been included in your STAC SMS (Step 1).
FAQs.
A STAC is a unique 9-digit code that lets you move your mobile number from one network to another.
To get a STAC, text the word STAC to 75075 whilst using your iD SIM.
Your STAC will then be sent to you by text. You'll need to give this STAC to your new provider.
Your service should be switched over to your new provider on your chosen day. If it takes any longer, you’re entitled to compensation from your new provider. Most networks will automatically credit your account for every day that the switch is delayed.
If you have any concerns or wish to know the exact date your switch is due, you will need to contact your new provider directly.
You should receive a text from your new provider letting you know that your switch is complete. Once this happens, your iD account and mobile number will be terminated, and your final iD bill will be produced the next day.
If you are out of contract, there are no additional costs to switching to a new provider or retaining your handset. If you are currently in contract, switching is still free, but you are obligated to pay a termination fee which is your iD monthly cost multiplied by the remaining months left on your iD contract.
Your estimated final bill for terminating your iD Mobile contract will have been given in your STAC SMS (Step 1).
If your Direct Debit is still active, we'll automatically refund you any credit that might be left on your account after you've disconnected.
We'll email you to let you know once the refund has been issued, and you should receive it within 7 working days from then.
Please note: Your refund can take between 28 and 32 days to process.
If it takes any longer than the date you selected, you’re entitled to compensation from your new provider. Most networks will automatically credit your account for every day that the switch is delayed.
You will need to contact your new provider directly for any updates regarding a delayed switch.
You can still access your account for 6 months following your account disconnection, by simply logging in to My Account or the iD App.
If you want to keep your number instead of ditching it when you switch to a new provider, you will need a PAC.
To learn more about the PAC process, click ‘Keep my Number’ at the top of this page.
If you have already submitted your STAC to your new provider, you will need to contact them as soon as possible to request a switching cancellation.
Please note: A cancellation request will typically need to be submitted to your new provider at least 24 hours before your switch is due to be complete.
There are 2 ways to request a STAC if you have deleted your eSIM from your phone:
Request a STAC Online
- Log in to the iD Mobile App.
- Click “My Account”.
- Click “Thinking of leaving?”.
- Click “Switch or Cancel Now”.
- Choose “Get STAC Code” and follow the instructions.
Request a STAC over the phone
- Call 0333 003 7777.
- Select option 2 for Upgrades, Plan Changes and Cancellations.
- Select option 2 for iD Plan Cancellations.
- Select option 2 for STAC.
- Input your iD Customer Service PIN - you can find this in your Welcome SMS, Welcome Email or iD Mobile App / My Account Online.
- Once complete - you will be transferred through to a member of our team.
Request a replacement eSIM
Check out our Community Article on how to get a replacement eSIM.