Skip to main content
Question

Onboarding error

  • March 13, 2026
  • 1 reply
  • 1 view
J
Community Member

I have just ordered a SIM card and paid for it online, fine. But when I try to log in via the onboarding page I get an error “Sorry your details cannot be verified”. Im assuming the mobile number is my own since I have not got as far as entering the PAC code to transfer my sons mobile (but I tried that as well, same error).

So can log in ok with username password DOB but whatever mobile number I use its not accepted. I did try to use the online chat that tried to pass me to an agent to speak to but it said this was not available.

Not the best of starts.

    1 reply

    M
    iD Mobile Employee
    Forum|alt.badge.img+5
    • Michael Z
    • iD Mobile Employee
    • March 13, 2026

    Hi ​@john120165 

     

    When you register for an online account, if the number transfer from your previous provider to iD Mobile has not yet been completed, the temporary iD Mobile number will be set as the main number on the account.

    This temporary number would have been provided to you in your welcome package.

    You can register using the iD Mobile temporary number, or if you would prefer to register using your own number, please let us know and we can send you a message to start the number transfer process for you.

     

    Michael Z

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

      Not the answer you were looking for?


      Create a new topic and ask a question to the iD Community.


      Create a topic
      Perk up! Enjoy epic discounts, offers and savings from big-name brands, with the all-new iD Perks.
      Terms & ConditionsAccessibility statement