topic Re: Verify a new ID in EE app and website

Verify a new ID

Samlo — Tue, 18 Nov 2025 12:37:18 GMT

Hi,on the app i verified my id about a a year ago, but now because my passport expired it says i need to verify a new id, but how can i do that when it doesnt give me an option to reverify it

Re: Verify a new ID

Linzi_H — Tue, 25 Nov 2025 08:29:48 GMT

Hi @Samlo

Thanks so much for flagging this with us. I've passed your findings on to the relevant team so this can be reviewed in closer detail.

In the meantime, if you head to where your current verified ID is in the EE app, it should give you the option to "withdraw consent". If you complete the steps, does this remove your expired ID and allow you to upload a new ID?

Speak soon,
Linzi

Re: Verify a new ID

Samlo — Tue, 25 Nov 2025 11:47:51 GMT

The screenshot was from the app and it doesnt give me any option do anything about my ID

Re: Verify a new ID

Linzi_H — Tue, 25 Nov 2025 11:54:49 GMT

If you go to the EE app> Profile> Manage Verified ID> Manage Data Consent> Withdraw Consent @Samlo, this should then start the process.

Linzi

Re: Verify a new ID

Samlo — Wed, 26 Nov 2025 12:55:04 GMT

Theres no option manage data consent, and rhe continue button doesnt work since my id is expired

Re: Verify a new ID

Linzi_H — Wed, 26 Nov 2025 14:11:02 GMT

Thanks so much for coming back and letting me know @Samlo

It's really odd that this section is missing for you, but I'm keen to get this investigated further.

I'll send over a Private Message so I can take a few details.

Linzi

Re: Verify a new ID

Technaudio — Mon, 02 Mar 2026 17:53:08 GMT

Did this get sorted? As I have the exact same issue.

Re: Verify a new ID

Linzi_H — Tue, 03 Mar 2026 08:10:35 GMT

Hi @Technaudio

We'll certainly do our best to help out here.

Just to confirm, you're unable to delete your previous Verified EE ID and upload a new one?
Are you getting an error message of some sort, or is the option not there?

Speak soon,
Linzi

Re: Verify a new ID

mik786 — Fri, 08 May 2026 19:54:07 GMT

Please can you help solve this.
I have had exactly the same advice from Customer services but I don't have the ability to remove my verified ID, there are simply no options on the page

Re: Verify a new ID

Technaudio — Fri, 08 May 2026 20:29:07 GMT

It's the exact same issue;

The verified ID is expired. There is no option to delete it, manage it, or add a new one.

Re: Verify a new ID

mik786 — Fri, 08 May 2026 20:52:09 GMT

I'm on my third conversation, and they all say it's simply a case of deleting the ID from this page!

Re: Verify a new ID

mik786 — Fri, 08 May 2026 20:52:54 GMT

Did you ever resolve it?

Re: Verify a new ID

Technaudio — Fri, 08 May 2026 21:23:08 GMT

No.

TBH, I'd forgotten about it until you replied earlier.

Lets see if it gets fixed...

Re: Verify a new ID

Linzi_H — Sat, 09 May 2026 08:33:34 GMT

Hi @Technaudio @mik786

I'm sorry to see that you're both struggling with deleting your expired ID through the app. Thank you for the screenshot, that's really helpful.

If you head to Profile> Manage Verified ID> Manage Data Consent> Withdraw Consent, does it allow you to complete these steps to remove?

Are you seeing any other errors at all?

Linzi

Re: Verify a new ID

Technaudio — Sat, 09 May 2026 08:54:42 GMT

Again. There is no option to 'Manage Data Consent'

Re: Verify a new ID

Linzi_H — Sat, 09 May 2026 09:01:17 GMT

Thanks @Technaudio, I just wanted to be 100% sure if the option was there and showed an error, or if the option is missing altogether.

I have reached out to our support team for further advice, and I will let you know once I have any updates.

Linzi

Re: Verify a new ID

mik786 — Sat, 09 May 2026 10:11:30 GMT

Thanks for the reply @Linzi_H

Having failed epically with customer services, I went into the EE store in Newbury who also were totally unable to find the this “Manage Data Consent” option at all, they were also unable to work out how to change it. That page is as my screenshot shows and there is no option at all.

appreciate any help as I’m unable to change sims without this.

Re: Verify a new ID

Linzi_H — Sat, 09 May 2026 10:19:11 GMT

Thanks for letting me know @mik786

If you need to change your SIM, our Customer Service team should be able to support you with this, as they'll be able to manually process it for you.

Linzi