Skip to main content
New Contributor
Faz2510
New Contributor
October 8, 2026

unable to add mobile number to account

I have ported my old mobile number and had confirmation that this was completed.  I have successfully set up an account but when I try and add this ported number I receive an error “sorry your details do not match our records”. I have carried out simple suggestions from the electronic chat but it still fails.  Any further advice would be appreciated.

    3 replies

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    October 12, 2026

    Hi ​@Faz2510,

     

    Thanks for getting in touch.

     

    If your number transfer has completed but you're receiving the "sorry your details do not match our records" error when trying to add the number, it's possible that your online account may need to be reset.

     

    However, if your account is still showing the temporary iD Mobile number, this shouldn't affect your ability to use the service. Your calls, texts and data should continue to work normally provided the number transfer has completed successfully.

     

    As you've already tried the standard troubleshooting, we'd recommend contacting our Live Chat team so they can investigate the account and determine whether an account reset is required.

     

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

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      New Contributor
      Faz2510Author
      New Contributor
      October 12, 2026

      thank you, I believe an account may be the answer as I have tried everything else.

      Gemma M
      iD Mobile Employee
      Gemma M
      iD Mobile Employee
      October 13, 2026

      Hi ​@Faz2510,

       

      Thanks for letting us know.

       

      If you've already tried all of the available troubleshooting steps, have you been able to contact our Live Chat team yet to have the issue escalated? They'll be able to investigate further and, if necessary, arrange a replacement SIM or raise the issue with our Technical Team.


      Regards,


      Gemma M
      The iD Mobile Social Media Team

      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