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Unable to access my account - Email not found


chrisketchum
New
 Contributor

I’m unable to login to My Account using my username and password.

When I go on Forgot Password, it returns an error saying:

“Please enter a valid username or email”

...despite me receiving emails from ID Mobile to the entered email address.

When I go on Forgotten Username or email, I enter my phone number, last name and date of birth, the system accepts the info and I receive the security code, but after entering it rather than displaying my username it says:

“Sorry, we have been unable to get any user name for the details entered”

I previously had an account with the same email address which then expired after I left years ago, so I’m wondering if the system has gotten confused after I resigned up using the same email. I’ve also put in a request to transfer my number across to ID (been waiting a week for it now), but that phone number isn’t accepted when I put it in the forgotten username form.

Can anyone please help?

Best answer by chrisketchum

Happy to report this has been resolved. I wasn't registered for My ID - I incorrectly assumed I was already registered when I ordered the SIM. This can be done at https://my.idmobile.co.uk/web/cpw/pre-registration/-/registration/registerMyAccount

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4 replies

  • iD Mobile Employee
  • 1428 replies
  • April 24, 2020

Hi @chrisketchum 

Welcome to the iD Community.

I’ve sent you a direct message with further information.

Pearl


chrisketchum
New
 Contributor
  • Author
  • New
 Contributor
  • 1 reply
  • May 2, 2020

Hi @Pearl_c6

I haven't been able to connect to live chat and the issue remains unresolved. I get as far as the queue and then it disconnects me. 

Chris 


chrisketchum
New
 Contributor
  • Author
  • New
 Contributor
  • 1 reply
  • Answer
  • May 4, 2020

Happy to report this has been resolved. I wasn't registered for My ID - I incorrectly assumed I was already registered when I ordered the SIM. This can be done at https://my.idmobile.co.uk/web/cpw/pre-registration/-/registration/registerMyAccount


  • iD Mobile Employee
  • 1428 replies
  • May 5, 2020

Hi @chrisketchum 

Glad its all resolved. Thanks for letting us know.

Many thanks, 

Pearl