Hi ​@Mattdj  sorry to hear you have had trouble with this. 

You can find out how to add a plan to your account here - How do I add my plan to the iD Mobile app? | iD Mobile Community

In regards to your iPhone, please can you try the steps suggested here - How do I fix Calls, iMessage or FaceTime issues on my iPhone? | iD Mobile Community

Please let us know how you get on, or if we can do anything else 🙂

I also cant add a second number to my account, it say s sorry the details don’t match the records, yet I pay for both numbers. It’s my mums phone and she is not with me so it needs to be straight forward as I want to add the PAK code so she gets her old number on the line and she can sort out her GP appointments.  The customer service experience even down to complaints has been soo disappointing to date. So I am hoping this community experience may be better and won’t take me days to resolve. 

Hi there ​@Korsima, sorry to hear that. Are you entering the correct name, email, phone number and date of birth?

Thanks,

Tyler

I am having the same issue trying to add my dad’s plan to my app. I have used the correct name, email, phone number and date of birth but says details don’t match. 
His sim does not seem to be working so I want to check the plan.