unable to log in to my account "your details do not match our records"

Forum|Forum|11 months ago
September 21, 2025
4 replies
133 views

I'm unable to log into my account, it keeps saying 'your details do not match our records' when inputting my number, name and dob. Even though they are definitely correct. Is this the only way to get through to customer support??

Siân W

iD Mobile Employee

Sorry to hear this @Fronko

Does this link help - Why am I seeing a ‘500 error’ code when opening the iD Mobile app? | iD Mobile Community

If not please let us know and we can check this further.

We are available to also help on our socials and live chat on our website.

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Leigh Coakley

New Contributor

How do i talk to someone

L

Leigh Coakley

New Contributor

I am unable to log in as it does not recognise my existing mobile number . How can this be changed, I do not want a new number

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Zandile M

iD Mobile Employee

Hi @Fronko

Thank you for getting in touch with us.

We are sorry to hear that you are unable to log into your account and that you are receiving the message stating that your details do not match our records.

Please note that this can sometimes happen if the details entered do not exactly match the information registered on the account. To help us investigate this further, kindly send us a private message so that we can have a look to the issue.

Thank you,

Zandile

The iD Mobile Team

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