Having trouble registering your account?

  • 30 March 2020
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If you're having an issue registering your account on the iD Mobile App or My Account online, we've outlined a few common problems below, along with some tips to help guide you through the process. 

 

Step 1. Personal Details 

Here we ask for your details. We will ask for the following: 

Mobile number:

Last name:

Date of birth:

Last name and date of birth - please use the details of the person who purchased the plan, as their details will be registered on our system. 

Mobile number - if you haven't transferred your phone number to iD, please ensure you’re using your new iD phone number. This can be found on your invoice or on the 'Welcome' email we sent you.

If you've just transferred your number over to iD, the transfer may not have completed yet. Moving your number over to iD Mobile is usually done the next working day, depending on when you requested the transfer. The table below will show you how long your transfer should take depending on when you requested it. 

 

Give us your PAC by: Day you’ll switch to iD:
Monday before 5:30 pm Tuesday

Monday after 5:30 pm to 

Tuesday before 5:30 pm

Wednesday

Tuesday after 5:30 pm to 

Wednesday before 5:30 pm

Thursday

Wednesday after 5:30 pm to 

Thursday before 5:30 pm

Friday

Thursday after 5:30 pm to 

Friday before 5:30 pm

Monday

Friday after 5:30 pm to 

Monday before 5:30 pm

Tuesday

Please note: We won’t switch you on a Bank Holiday. It’ll always be the next working day. 

 

If you're still waiting for your number to transfer over, you may be able to register using the number iD gave you. As mentioned above, it can be found on your invoice or the 'Welcome' email we sent you the day after you joined us. 

If your registration issues persist, it may be because we captured your details incorrectly when processing your purchase, this would be your date of birth or spelling of your name. Please contact us and we'll look in to for you. 

 

Step 2. Security Code

Once you've completed step 1, we'll send you an 8-digit security code via text message. Please ensure your iD SIM is inserted into your phone and your phone is switched on. 

 

If you don't receive your 8-digit code, ensure you’re in an area with reasonable network signal. It can take a few minutes for the code to arrive. If you don't receive the code after 4-5 minutes, you can request another one. 

 

Step 3. Login details

The final step is to enter the email address you'll use to log in, and a password.

 

Email address - you can choose any valid email address, it doesn't have to be the one registered to the iD plan.

Please note that if you have more than one iD plan, you will not be able to register using the same email address. You will need to use a different email address for each account. 

 

Password - your password can be whatever you wish, as long as it fits the below criteria: 

  • Minimum of 8 characters 
  • Minimum of 1 capital letter 
  • Minimum of 1 number 
  • Minimum of 1 special character, e.g. @! $ 

Once you've set up your login details, you can change your login preferences in the iD Mobile app. 

 

If none of the above helps, please contact us for further support. 


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