If you’ve seen a message saying your number is already linked to another account, it’s likely because you’ve registered for the iD Mobile app or My Account Online with a different email address before. Don’t worry – we’re here to help explain it.
Why am I seeing this message?
You’re seeing this screen as the plan you’re trying to link is already registered under a different email address. When you use a new email address that hasn’t been registered, you’re taken through the account creation process – but since your plan is already linked to your old email address, you can’t link it again to your new one.
What can I do next?
Don’t worry, we’ve made it easy to sort this out. You have two options:
- Tap ‘Yes, add this number’.
If you tap or click ‘Yes, add this number,’ we’ll automatically move your plan from your old email address to the new one you’re trying to use. From now on, you’ll need to log in using your new email address. No need to remember the old one anymore!
- Tap ‘No, take me back to the login’.
If you remember which email address you originally used, or if you’d rather keep using it, select ‘No, take me back to the login.’ You can then log in with your original email address and password.
Finding your original email address.
If you’re not sure which email address you originally registered with, we recommend checking all your email accounts for the ‘iD Mobile - Account Creation’ email. It’s worth looking in your junk or spam folders, just in case. This email will confirm the address you used when you first set up your account, and that’s the one you should use to log in.