Adding new plan - Details do not match our records | iD Mobile Community
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Adding new plan - Details do not match our records

  • July 16, 2024
  • 3 replies
  • 148 views

I am trying to add an additional plan to my account. I get a ‘Sorry, your details do not match our records’ message about my phone number, surname, date of birth. My details are definitely correct and have not changed. Live chat told me to delete app, put phone in airplane mode, remove sim etc. I am still having the same problem. Can anyone help?

Best answer by Tyler C

Hi there @Thomthom, welcome to Community!

 

If you’re having issues registering or logging in, please contact us via our live-chat who can raise this further to our technical team:

 

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

 

Thanks,

Tyler

This topic has been closed for replies.

3 replies

Martin Radford
Helpful Contributor
  • Helpful Contributor
  • July 17, 2024

How long ago did you take the plan out and did you port a number across?

I took an extra one out for my youngest and it took several days before the app recognised the details after porting of the number.


  • Author
  • New Contributor
  • July 17, 2024

I’ve had my plan for over a year. I did port my number but the app shows my number correctly.


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • Answer
  • July 30, 2024

Hi there @Thomthom, welcome to Community!

 

If you’re having issues registering or logging in, please contact us via our live-chat who can raise this further to our technical team:

 

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

 

Thanks,

Tyler