Hi,

I can access my account fine, but I’m having trouble adding my son’s number to my plan to view his details. I have entered his mobile number and date of birth, but I keep getting an error message saying: “Sorry, your details do not match”

Could you please advise what I should do next?

Thanks for your help,

Vivienne

Hey there ​@Vivienne Craven, can you confirm you’re entering the correct phone number, name and date of birth?

It could potentially be the case that the date of birth was entered incorrectly when you joined us, so we may need to look at that for you if it’s still not working.

Also, have you registered this account separately before at all?

Thanks,

Tyler

Hi Tyler,

Yes, I’m definitely entering the correct phone number, name, and date of birth.

It’s possible the date of birth was entered incorrectly when the account was set up, so it might be worth checking that.

And no, I haven’t registered this account separately before.

Thanks for looking into it!

Vivienne

Hey there ​@Vivienne Craven, thank you for confirming. We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link:

https://community.idmobile.co.uk/inbox/overview

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP.

Thanks,

Tyler

Hi Tyler,

Thanks for the update - I’ll keep an eye out for the Private Message and will respond there once it comes through.

Appreciate your help!

Vivienne

You’re very welcome ​@Vivienne Craven, we’ll speak soon and hopefully get this resolved soon for you.

Many thanks,

Tyler

Hi. I’m also having the same problem where I cannot add my two daughters’ plans to my account. Numbers and dates of birth are correct for both yet I get the message ‘Sorry, your details do not match’

Any help would be gratefully received.

Thanks

Hi,

I had the same issue too! I realised I was entering my son’s date of birth instead of my own. Once I put in my own DOB it worked fine – might be worth trying that.

Hope that helps 😊

Hey there ​@SH75, we hope the kind advice from ​@Vivienne Craven was able to help.

Please let us know if still having issues.

Thanks,

Tyler

Still having issues unfortunately

Hey there ​@SH75, I’d recommend contacting our live-chat and ask to speak to an agent immediately:

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

Thanks,

Tyler