I’m an existing id customer and have bought a new esim only plan for my son for his first phone.
I’ve created a new account with a different email address but can’t add the new number to it? It says sorry your details do not match our records?
grateful for any help
Best answer by WelshPaul
Quickest way to get this resolved is to start a live chat with support. You can do that using the following link:
https://idmobile.co.uk/live-chat
Hi there
I’m really sorry you’re having trouble adding your son’s new number — I know how frustrating that is, especially when you’re just trying to get everything set up for his first phone.
When you see the message “sorry, your details do not match our records”, it usually means one of the following:
The details you’re entering don’t match what was registered when the SIM was purchased — for example, the name, date of birth, or postcode on the new plan might be slightly different from what you’re entering in the new account.
The number hasn’t fully activated yet — with eSIMs, it can take a little time for all the account systems to update.
The account for that number already exists — sometimes one is created automatically during checkout.
If the above instructions do not assist you with this matter, you are welcome to get into contact with us via our Socials (Facebook or Instagram), or you could email us at socialqueries@idmobile.co.uk and outline the details of your query, we would love to assist you with this matter.
-Nadia
Thanks Nadia -
the number seems activated and working - there’s nowhere on the original paperwork I received when buying the sim to cross reference the details to make sure I didn’t make a mistake with the original dob or last name?
+26Quickest way to get this resolved is to start a live chat with support. You can do that using the following link:
https://idmobile.co.uk/live-chat
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