Getting an error message is frustrating, but this one is usually an easy fix. It normally just means there is a slight mismatch between what you are typing and what we have on file.
Here are the three main things to check to get you back on track.
Step 1 - Check the phone number.
Ensure you are entering the full 11-digit mobile number correctly.
If you are adding a plan for a family member or friend, double-check you have the right number for their specific SIM.
Please note: If you are in the middle of switching your old number to iD Mobile, the app might not recognise it yet. Please wait until your switch is fully complete (usually by 10pm on your switching day) before trying to register.
Step 2 - Check the Last Name.
The name you enter must exactly match the spelling on your iD Mobile account. The best way to check this is to look at your welcome email or a recent bill.
- Typos: Check for small spelling differences.
- Name Changes: If you've recently married or changed your name, we might still have your old name on file if it hasn't been updated yet. Try entering your previous name.
- Account Holder: If you are adding a plan for someone else (like a child), remember to use the Account Holder's last name, not the child's.
If your name is wrong on your account, please chat to us so we can fix it.
Please note: To officially change your name on our system, we may ask for proof of ID, such as a marriage certificate or deed poll.
Step 3 - Check the Date of Birth.
Just like the name, this needs to match the Account Holder's details.
If you bought the contract for someone else, make sure you are entering your date of birth, not theirs. If you are unsure what date we hold for you, chat to us and we'll help clarify.
Please note: If the date on file is completely wrong, we might ask for a photo of your ID (like a driving licence) to correct it for security reasons.
