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Sorry, your details do not match our records.

M
Community Member

Tried to setup the new id app as I reached my limit on unlimited calls contract so tried to check the app which always worked up until today. I now tried to register an account with the same email and is now not taking the information i provide for dob last name and my phone number please fix this i would like to be able to use my phone 

Best answer by Matthew T

Morning @mattmarshall,

I’ve sent you a Private Message.

Thanks.

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10 replies

Matthew T
iD Mobile Employee
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  • Matthew T
  • iD Mobile Employee
  • 2034 replies
  • Answer
  • June 11, 2024

Morning @mattmarshall,

I’ve sent you a Private Message.

Thanks.

iD Community Manager
Elvin Oleary
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  • Elvin Oleary
    Elvin Oleary
Elvin Oleary
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  • Elvin Oleary
  • New
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  • 2 replies
  • September 1, 2024

hello  PLEASE HELP i am also unable to access the ID mobile app because by mobile number is not matching my log in details. PLEASE HELP 

Kash M
iD Mobile Employee
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  • Kash M
  • iD Mobile Employee
  • 8308 replies
  • September 4, 2024

Hi @Elvin Oleary,

Welcome to the Community!

Are you trying to register or login?

The below may help you out but if you still have issues, please contact the Live Chat Team.

 

 

 

Kash

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Elvin Oleary
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  • Elvin Oleary
  • New
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  • 2 replies
  • September 4, 2024

i am trying to log in to my existing account. i am a long term customer and i have been unable to access my account for a while now.

Michal82
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  • Michal82
  • New
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  • 1 reply
  • September 5, 2024

Hi, I am unable to access the ID mobile app as I get a ‘sorry your details do not match our records… i am sure that the details I enter are correct. Yesterday I managed to log into it but when l logged out I was unable to log back in. Can anyone help? thank you

Lorna Brown-Owens
New
 Contributor

I'm trying to log into my account to add on a roaming package and it's saying my details don't match the ID mobile records. I don't understand what I'm doing wrong....

Kash M
iD Mobile Employee
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  • Kash M
  • iD Mobile Employee
  • 8308 replies
  • September 9, 2024

Hi @Lorna Brown-Owens @Michal82 @Elvin Oleary,

I would advise contacting our Live Chat Team for further assistance.

@Lorna Brown-Owens you can’t add a Roaming add-on to your account unfortunately.

Where are you roaming?

 

Kash

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G
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  • Goy
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  • 3 replies
  • October 8, 2024

Hello there: I'm trying to login in the App but they said sorry your details don't match our record, what can I do to solve this issue 

N
iD Mobile Employee
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  • Natalie W
  • iD Mobile Employee
  • 2374 replies
  • October 10, 2024

Hello @Goy 

 

Thank you for posting to us here on the Community. 

 

We are sorry to hear you are having issues when attempting to login. 

Can you please confirm if you have previously completed the registration for an online account?

 

Thanks, 

 

Nat 

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
Lorna Brown-Owens
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Yes I have

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