Hi ​@Julia21809 ,

Thank you for getting in touch with us, I’m happy to explain what’s happening. Although your PAC transfer has completed successfully and your iD Mobile account correctly shows your original number, what you’re experiencing is usually a device or messaging sync issue, not a problem with the number transfer itself.
On iPhones in particular, this can happen because:
iMessage or FaceTime may still be linked to the temporary number that was assigned before the PAC completed.
Your phone may not yet have fully refreshed its network settings since the transfer.
To resolve this, please try the following steps:
Go to Settings > Messages > Send & Receive
Make sure your correct (old) mobile number is ticked
Untick any other number shown
Go to Settings > FaceTime and ensure only your correct number is selected
Restart your phone
If the issue continues, turn iMessage off, restart the phone, then turn iMessage back on.

On Samsung devices, this issue is usually caused by the Messages app or RCS (Chat messages) still being linked to the temporary number that was assigned before the PAC completed.

Please try the following steps:

Open Messages

Tap the three dots (top right) > Settings

Select Chat messages (or RCS chats)

Turn Chat messages off

Restart your phone

Turn Chat messages back on

Go to Messages > Settings > Advanced and ensure your correct mobile number is displayed

Thank you,

Zandile 

The iD Mobile Team 

Hi, I have recently moved to an I’d sim and transferred my old number. My iD account shows my correct old number however any messages I send show the wrong number ( the new id mobile number). I have carried out the above action and this has not resolved the problem. Can you help please?

Hi ​@Wonder Mum, 

We’re sorry to hear that you’re experiencing an issue with your texts being sent from the temporary iD Mobile number. 

Kindly please try the following steps: 

For iPhone

1. Go to Settings > Apps > Messages > Send & Receive (or Settings > Messages > Send & Receive on older iOS versions).
2. Ensure your transferred number is selected under Start New Conversations From and You Can Receive iMessages To and Reply From.
3. Go to Settings > Phone > My Number and check that your transferred number is displayed. If not, update it.
4. Turn iMessage off, wait 30 seconds, then turn it back on. Activation may take a few minutes.
5. Restart your iPhone.
6. Make sure iOS is up to date (Settings > General > Software Update).
7. Send a test SMS and iMessage to confirm the correct number is being used.

For Android

1. Open the Google Messages app.
2. Tap your profile picture > Messages settings > RCS chats (or Chat features).
3. If RCS is enabled, turn it off, wait 30 seconds, then turn it back on.
4. Confirm that the registered phone number is your transferred number. If it isn't, follow the prompts to verify the correct number.
5. Go to Settings > About phone > Phone number (or Settings > SIM manager) and check that your transferred number is shown.
6. Restart your phone.
7. Ensure your phone and the Google Messages app are fully up to date.
8. Send a test SMS to confirm the correct number is displayed.

Thanks, 

Anneline

Hi, I’ve just transferred my number using PAC and have texts and email saying the change has gone through. When calling people it shows as my original number but texts and iMessage are showing as the new number and I’m not receiving messages sent to my original number. I’ve done all of the 7 steps above and it’s still not resolved. The only one I can’t do is update my phone number (number 3) as the phone won’t allow it to change. Please can someone offer some solutions to resolve?

Hi ​@Dannybeza, 

Thank you for getting in touch, and I’m sorry to hear about the issue you’re having after transferring your number.

Before beginning these steps, please restart your handset.

1. Open Settings.

2. Go to Phone and then My Number.

3. Manually change the number in this field.

Then switch iMessage off, turn your phone off, and wait 5–10 minutes before turning it back on.

Next, go to Settings > Phone and make sure My Number is set correctly.

To reset iMessage settings, go to Settings > Messages. Toggle iMessage off and then back on. Once iMessage has been activated, scroll to Send & Receive to check that the correct mobile number is ticked.

Please note that the number may take a few minutes to reflect on your handset.

Thanks,

Tashnieka
The iD Mobile Team

I’m not able to manually change the number. When I type the number in and press save it doesn’t save and just stays on the same screen.

I am having the same problem with my Google 10a phone. RCS texts are on the ID mobile SIM number that comes with the phone. All other contacts watt app and calls are on the old number transferred across. I am disappointed with ID mobile lack of response on this matter.

Hi ​@Dannybeza, 

Please check if the number under settings is showing correctly:

For iPhone:
- Please go to Settings> Phone> My Number.
- Please change it to the number you wish to keep. It might not allow to change or save immediately.
- If the number does not change kindly open the Settings app. Tap General. Scroll down to the bottom of the list. Tap Reset. The "Reset" option is at the bottom of the Settings menu. ... Tap Reset Network Settings. Enter your passcode if prompted, then tap Reset Network Settings to confirm your choice. This will help.

For android:
To check or update the number shown on your Android device, please follow the steps below:

Check your phone number in settings
1. Go to Settings
2. Tap About Phone or About Device
3. Select Status
4. Tap My phone number
On some devices, this may appear under SIM Status or SIM Card Status within the Status menu.

Update number in Messages app (if applicable)
If your number is showing incorrectly in messaging:
1. Open the Messages app
2. Tap More (⋮)
3. Select Settings
4. Tap Advanced
5. Select Phone number
6. Enter the correct number associated with your SIM
7. Tap OK to save

If the number is still incorrect

Please try the following:
* Remove the SIM card
* Restart the device
* Reinsert the SIM card
* Check again in Phone Settings

Further troubleshooting

If the issue persists after rebooting:
* Insert the SIM into a different device
* Send a text message and check whether it displays:
- Your correct (ported) number, or
- The temporary number

This will help determine whether the issue is with the SIM or the handset.

Owethu

Thanks for your advice. I followed the procedure and changed my number in RCD and pressed accept change. The number immediately went back to the ID mobile number.

In setting on the main system and on my Id mobile login it shows my old number. I can ring, watt app and send SMS on my old number if I remove RCS texting but the minute I turn RCS back on all messages using that format are in the new ID mobile.

I put the SIM in my old phone and it worked I think but the phone I sent the message to and from was an older phone. The minute I replaced it back in my new Google 10a everything was going ok with calls and watt app but not sending Rcs to an SMS number .

I'm totally confused 🫣

Hi ​@Football.

Thank you for trying the steps and for explaining everything so clearly. I can see how confusing this situation has been, especially with the mix of RCS, SMS and your number settings.

To help us look into this more closely and guide you through the correct settings for your device, please contact us directly via one of the following channels:

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

Social Media: Facebook or Instagram (search “iD Mobile”)

Email: socialqueries@idmobile.co.uk

Our team will be happy to review your case in detail and work with you to get this fully resolved.

Thank you again for your patience, and I’m sorry for the confusion and inconvenience caused.

Thanks,

Marquerita

The iD Mobile Team