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C
Active Contributor
Colette543
Active Contributor
January 22, 2026
Solved

you say that my details do not match your records

  • January 22, 2026
  • 6 replies
  • 85 views

You say my details don’t match your records

 

 

    Best answer by Lamiya C

    Hi ​@Colette543 ,

     

    Thanks for your message.

    If your details don’t match our records, this usually means the information provided doesn’t exactly match what we have on the account (for example: name spelling, date of birth, address, or account number).
    Please recheck on your App and contact us with correct details.

    Lamiya

    6 replies

    Lamiya C
    iD Mobile Employee
    Lamiya CAnswer
    iD Mobile Employee
    January 23, 2026

    Hi ​@Colette543 ,

     

    Thanks for your message.

    If your details don’t match our records, this usually means the information provided doesn’t exactly match what we have on the account (for example: name spelling, date of birth, address, or account number).
    Please recheck on your App and contact us with correct details.

    Lamiya

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    C
    Active Contributor
    Colette543Author
    Active Contributor
    January 23, 2026

    I have just replied to an email stating all of my details. I am 100% sure I entered everything correctly in the first place

    I would like to know what is happening your end, just seems to be me keeping providing my details

    W
    New Contributor
    Webbgirl17
    New Contributor
    August 21, 2026

    I am a new customer. I can not get onto my new phone, as it’s says.Sorry your details do not match our records!

    I want to bring my number over aswell 

    jacqueline webb

    M
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    August 22, 2026

    Hi ​@Webbgirl17.

     

    Thank you for your post.

     

    Welcome to iD Mobile, and I’m sorry to hear that you’re having trouble accessing your new phone.

     

    To help resolve this quickly, could you please contact us directly via Live Chat: https://www.idmobile.co.uk/live-chat

     

    Our team will be able to verify your details and assist you with bringing your number over as well.

     

    Thanks,

    Marquerita

    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.
    W
    New Contributor
    Webbgirl17
    New Contributor
    August 23, 2026

    Hi thank you, have contacted the customer service and all should be well by the 25th.

    thank you

    M
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    August 23, 2026

    Hi ​@Webbgirl17.

     

    Thank you for the update. I am glad to hear that everything is now set up for you

     

    Thanks,

    Marquerita

    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.

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