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Cant add mobile number to app or online

D
Community Member

I get an error message when adding surname, dob and mobile number online and on the app - is there a fix for this?

Best answer by Matthew T

Hey @daveylivi,

It looks like you already have an iD Mobile app account set up with a different email address, that has linked to your phone number successfully on the 11th April. Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.

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    7 replies

    Matthew T
    iD Mobile Employee
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    • Matthew T
    • iD Mobile Employee
    • 1880 replies
    • Answer
    • July 24, 2024

    Hey @daveylivi,

    It looks like you already have an iD Mobile app account set up with a different email address, that has linked to your phone number successfully on the 11th April. Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.

    iD Community Manager
    S
    New
 Contributor
    • Skala
    • New
 Contributor
    • 3 replies
    • September 6, 2024

    I have similar problem, I changed my phone and can't add my number to app/online account.

    It means, I no have access to my account...

    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • 8369 replies
    • September 10, 2024

    Hi @Skala 

     

    What do you mean you changed your phone?

     

    You moved an existing SIM to another device?

     

    Did you change number?

     

    Have you logged into the app/website since May 2024?

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    S
    New
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    • Skala
    • New
 Contributor
    • 3 replies
    • September 10, 2024

    I'm sorry I did not specify exactly what is going on…

    I had mobile phone where I had IDMobile app. I accidentally damaged the mobile phone so I bought new one.

    After installation IDMobile app again on my new mobile I can't upload my mobile number. 

    Kash
    iD Mobile Employee
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    • Kash
    • iD Mobile Employee
    • 8193 replies
    • September 11, 2024

    Hi @Skala,

    Did you register for the new app already?

    Can you confirm if you are trying to register or login?

    You can contact our Live Chat Team for quicker support.

    https://www.idmobile.co.uk/live-chat

    Kash

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    S
    New
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    • Skala
    • New
 Contributor
    • 3 replies
    • September 11, 2024

    Yes I did registered. When it comes to type in your number, surname and date of birth I get message, sorry your details don't match our records...

    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • 8369 replies
    • September 12, 2024

    Hi @Skala 

     

    We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

     

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

     

    Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

     

    We’ll see you there. 

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

    Reply.


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