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Details not recognised?


I have been trying to set up the new app on my phone but keep getting told my details don't match your records. Please advise how to sort this.

 

Thanks

 

Dave 

Best answer by Matthew T

Haddie64 wrote:

318 is my regular number and I am using the email that you are sending my bills to. 

 

DDHadgraft@iclioud.com. 

 

The other number set up recently 841 is intended for temporary use. This is the only number that is visible on the app

 

 

Sounds like you may be using a different email for the two different numbers @Haddie64, which is why you are getting the error as it’s already registered. If you have any other email addresses, I’d recommend checking which we sent the 6 digit verification code too when setting up the account. Thanks!

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Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • June 13, 2024

Evening @Haddie64,

Please refer to the following article for help with this error:

 

https://community.idmobile.co.uk/onboarding-79/i-get-a-sorry-your-details-do-not-match-our-records-error-when-i-add-a-plan-to-the-id-mobile-app-what-do-i-do-58141

 

If you have followed all the steps and still cannot log-in, please reply to this thread. We will follow up with a Private Message to verify your account, and will pass the details onto the App team to investigate.

Thanks.


  • Active Contributor
  • June 23, 2024

Hi thanks for the reply,

 

Still having problems getting my account recognised. Can you help please?

 

Kind regards

 

Dave 


Caroline LU
New
 Contributor
  • New
 Contributor
  • June 23, 2024

I’m having the same issue. 


  • Active Contributor
  • June 23, 2024

Seems to be quite common doesn't it? 


Matthew T
iD Mobile Employee
Forum|alt.badge.img+23
  • iD Mobile Employee
  • June 24, 2024

Hey @Haddie64! It looks like you already have an iD Mobile app account set up with an email address, that has linked to your phone number successfully on the 23rd April (No. ending in 318) and 13th June (No. ending in 841). Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.


  • Active Contributor
  • June 24, 2024

318 is my regular number and I am using the email that you are sending my bills to. 

 

DDHadgraft@iclioud.com. 

 

The other number set up recently 841 is intended for temporary use. This is the only number that is visible on the app

 

 


Matthew T
iD Mobile Employee
Forum|alt.badge.img+23
  • iD Mobile Employee
  • June 24, 2024
Haddie64 wrote:

318 is my regular number and I am using the email that you are sending my bills to. 

 

DDHadgraft@iclioud.com. 

 

The other number set up recently 841 is intended for temporary use. This is the only number that is visible on the app

 

 

Sounds like you may be using a different email for the two different numbers @Haddie64, which is why you are getting the error as it’s already registered. If you have any other email addresses, I’d recommend checking which we sent the 6 digit verification code too when setting up the account. Thanks!


  • Active Contributor
  • August 11, 2024

I have now cancelled the temporary SIM but can't get in to the account I set up when I got my new phone in May 23. 

 

The original email that I registered my current phone was [REDACTED]. Here are the emails that I received from ID when I opened this account.

 

Hope you can help.

 

Kind regards

 

Dave 

 

[REDACTED PICTURES]


  • Active Contributor
  • August 11, 2024

Btw my old mobile number was switched across from Smarty and is [REDACTED].

 


Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • August 16, 2024

Hey there @Haddie64, thank you for that.

 

Are you still experiencing the same trouble please?

 

Thanks,

Tyler


  • Active Contributor
  • August 16, 2024

Hi Tyler,

 

Yes. I've cancelled the temporary SIM so only need a cess for my no ending 318. Original emails from ID when I started the agreement for my current phone in May 23 were all to [REDACTED].

 

Can you see what the issue is from your side? 

 

Thanks 

Dave 

 


Mike Marstin
New
 Contributor
Caroline LU wrote:

I’m having the same issue. 

I am having the same issue trying to access my account


Tom
iD Mobile Employee
Forum|alt.badge.img+25
  • iD Mobile Employee
  • August 23, 2024

Hi @Haddie64 & @Mike Marstin 

 

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  

 

We’ll see you there. 

 

Tom


  • August 28, 2024

The app doesn't recognise my email

I'm signing in using the address you write to, I'm not making a mistake 

 

I'm trying every other email I have , just incase. No luck.

 

I'm getting the impression this happens to lots of people.

 

I'm fed up and I'm just not trying any more. You can quite to me when I'm late paying my bill. Maybe then this problem will be solved!


Tom
iD Mobile Employee
Forum|alt.badge.img+25
  • iD Mobile Employee
  • September 2, 2024

Hi @kmac 

 

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  

 

We’ll see you there. 

 

Tom


Mary Sewell
New
 Contributor
  • New
 Contributor
  • September 2, 2024

Help!  My details don’t match and unable to access my account.  I no longer have access to my work email address that was used to set the account up.  Can anyone help me plz?


Matthew T
iD Mobile Employee
Forum|alt.badge.img+23
  • iD Mobile Employee
  • September 6, 2024

@Mary Sewell you’ll still be able to log-in with your work address, then change your email:

https://community.idmobile.co.uk/onboarding-79/how-do-i-change-my-log-in-email-for-the-id-mobile-app-67603

Thanks.


Jess Norton Raybould
New
 Contributor

I’m having this issue too. I haven’t registered this phone number before - that i’m aware of - and my details aren’t known apparently!


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • September 18, 2024

@Jess Norton Raybould sent you a Private Message.


Mary Sewell
New
 Contributor
  • New
 Contributor
  • September 20, 2024
Matthew T wrote:

@Mary Sewell you’ll still be able to log-in with your work address, then change your email:

https://community.idmobile.co.uk/onboarding-79/how-do-i-change-my-log-in-email-for-the-id-mobile-app-67603

Thanks.

Can log in - thank you.  I’ve changed my email addy :)


  • New
 Contributor
  • September 23, 2024

I have the same issue, details not recognised


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • September 24, 2024

  • New
 Contributor
  • September 24, 2024

Yes, my email address, surname and phone number are correct. I am assuming it is the correct DOB but I have no way of checking as I am unable to access


Matthew T
iD Mobile Employee
Forum|alt.badge.img+23
  • iD Mobile Employee
  • September 25, 2024

@Deesparkle It looks like you already have an iD Mobile app account set up with a different email address, that has linked to your phone number successfully on the 8th June. Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.


  • New
 Contributor
  • September 25, 2024

My son had issues with his phone so was using mine to access ID mobile, I can only assume that has caused the issue. How do I re-register as I can't find anything on how to do this


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