Why do you have security checks?
We have to take many measures to protect both you and us from unscrupulous identity thieves. This is a serious and growing problem in the UK and so we, or the mobile phone network, may ask you to provide a passport or driving licence to validate your identity. This isn’t a reflection on you; there are many criteria that may cause this to happen.
What other checks are done?
There are various other checks done to verify your identity and to protect against identity theft. We check that you are a UK resident, you are 18 or over, and we also verify your bank account and credit card details.
When will I know if I have passed the credit check?
You will be notified of the outcome of your credit check by email, usually within one hour of placing your order. If you haven’t received an email, look in your junk or spam folder (or Updates folder on Gmail) to check that it hasn’t been misidentified as spam! You can also check the status of your order by logging in to your account.
Why have you taken £2.50 out of my bank account?
We need to take a small amount from your card for security purposes; to verify that the details you have provided are all ok. This is automatically and immediately refunded, but due to the way the bank systems work it can take up to 5 working days for the refund to show in your account.
Why have you taken £50 from my Solo or Visa Electron card?
We need to debit then credit your card £50 for security purposes; to verify that the details you have provided are all ok. This is automatically and immediately refunded, but due to the way the bank systems work it can take up to 5 working days for the refund to show in your account. The security check amount is higher for Solo and Visa Electron cards than for other card types because they have a history of higher fraud rates.
Can I use someone else's bank details to set up my direct debit?
No. Due to security reasons the network requests that all direct debits need to be set up in the same name that the contract is taken out in.
When is my direct debit date?
Your direct debit payment details will be confirmed to you by your new network provider. This may be confirmed to you either in a letter or on your first airtime bill.
Does my card need to be registered to my address?
Yes it does, in order to run the security check successfully and enable us to then continue processing your order.