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We run a set of checks on your details to prevent credit card fraud and identity theft. We sometimes request ID documents to help verify your details. Once we’re happy to continue, the network runs its own security and credit checks.
Only if we’ve contacted you requesting them. We ask some of our customers to supply ID documents to help verify their details.
As per the GOV.UK website, identity cards were scrapped in 2011 - they're no longer valid and can't be used as proof of identify.
Please send a scan or photo of your ID documents to [email protected], quoting your Order Number in the email.
Once you email your ID documents to [email protected], we’ll email you back straightaway to let you know we’ve received them.
If you don’t have the ID documents we’ve requested, consider buying the phone you want SIM free. You won’t need any ID documents, nor will you be credit checked.
We’re only able to accept ID documents that are registered to your current address (the same address on your order).
Yes, we’ll immediately refund any payments you’ve made. This could take up to seven days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.
No, we’re only able to process your order if you pay using your own debit or credit card.
We accept the following cards: American Express, Maestro, MasterCard, MasterCard Debit, Visa and Visa Debit.
No, Direct Debits must be set up in the same name that the contract is taken out in.
Yes, otherwise we can't connect your mobile phone to the network.
The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network app below.
