Why can't I log in to my account on the web?

Userlevel 1

Why can’t I access my account on my laptop.  Always used to be able to.  What’s changed?


4 replies

Userlevel 7
Badge +6

Hi @asheshouse,

Welcome to the Community!

Have you registered a new account for the new iD Mobile app?

Can you confirm what error you get when trying to login?



Despite going through the system and putting in a new password I keep getting Sorry details do not match our records’

My email address and phone number have been given but still no joy.

Userlevel 3
Badge +5

Hey there @Joanna Lacey, welcome to Community!


We’re sorry to hear that.


My first question would be, have you registered/re-registered for the new app/website since its release in April?


Secondly, have you tried registering/logging in via this link below specifically?


Thank you,