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Returning customer cannot get into app

  • 26 July 2023
  • 6 replies
  • 118 views
J
Rank
Userlevel 1

Hi, Am unable to log into portal & app - I see this is a common problem.

I was previously an ID customer years ago then left,  now I've returned.

The website and app advise my original email address is used/ taken so I've tried an alternative email but it won't let me register. 

I've tried what-is-my-username by entering my (now PAC'd) phone number,  my last name,  and birth year - that page then errors again and again.

Is this because ID has known me and my number before? How do I get my ancient details removed so I can access the app? I'm even getting emails telling me to use the app to reset my PIN....!

Thanks

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Best answer by andewhite 26 July 2023, 22:12

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6 replies

andewhite
Rank
Userlevel 8
Badge +9

If you’ve just ported your number to iD, seems that sometimes it takes 24-36 hours or so before backend and frontend (online) systems are properly sync’d. 

You might find it less frustrating to wait a day or two before trying to register for your new iD account online @JH23.

Meanwhile, you can manage many aspects of your new account by calling 7777 from your new iD SIM.
 

J
Rank
Userlevel 1

Thanks for your reply,  my number ported across last Thursday (20th). I tried 7777 but it seems limited compared to what I expect the app can do? Hopefully ID can sort out my app access?

andewhite
Rank
Userlevel 8
Badge +9

As long as you’re able to use another email address (username) when you’re registering for your new iD account online, it should work @JH23. 

I’ve re-joined iD, and was able to register for a new iD account online, by using a new username (email address). Each time you get a new iD SIM card, iD create a new connection and you get a new unique identity (account reference number).

When I’ve tried to register online (for a “My iD Account”), I’ve issues each time. For me, the solution was to retry once or twice a day for a few days. Eventually I managed to register.

Kash
Rank
Userlevel 7
Badge +7

Hi @JH23,

Welcome to the Community!

As @andewhite has advised you’ll need to register using a new email address.

If you have any issues, please let us know here.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
J
Rank
Userlevel 1

Thanks, although bemusing,  the answer indeed was,  try once a day until it works!!! 6 days of trying and bingo...

Kash
Rank
Userlevel 7
Badge +7

Hi @JH23,

Glad to hear that this is resolved.

Please do get back in touch if you require further assistance.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
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