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ID not accepting my PAC code and saying i have the wrong information


Hi,

I’ve just joined ID and want to keep my old number from Smarty.
I’ve requested a PAC code from them and inputted all the information correctly on the PAC form but am getting this message when I fill it in:

“We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again.

If you have already used this PAC code and submitted it when purchasing a handset or SIM, don't worry - your switch is underway. We'll send you a text as soon as your number has been transferred to us.”

 

I didn’t submit the PAC code when I purchased the phone nor have I entered any of the information incorrectly.

can someone please help me with where I go from here or what I do next? As I’ve never had problems porting my old number before and am desperate to keep it.

I’ve tried asking the live chat but that isn’t very helpful.

Thanks in advance.

Best answer by andewhite

Okay @MawganPenrice, in this situation best option might be to submit your PAC to a customer adviser via the iD online Live Chat service.

Tell the 24/7 iD chatbot you want to “talk to a person” - which may need repeating a few times.

The iD Live Chat advisers work between 9am - 6pm at weekends (and 9am - 8pm on weekdays).

🍀

 

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2 replies

andewhite
Platinum 
Contributor
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  • Platinum 
Contributor
  • 12167 replies
  • Answer
  • June 21, 2024

Okay @MawganPenrice, in this situation best option might be to submit your PAC to a customer adviser via the iD online Live Chat service.

Tell the 24/7 iD chatbot you want to “talk to a person” - which may need repeating a few times.

The iD Live Chat advisers work between 9am - 6pm at weekends (and 9am - 8pm on weekdays).

🍀

 


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 8175 replies
  • July 8, 2024

Hi @MawganPenrice,

Welcome to the Community!

I hope that your issue is now resolved.

If you still require assistance you can contact is here.

 

Kash