1. Make sure your iPhone software is up to date.

Updating to the latest version of iOS software provides the latest features, security updates and bug fixes:

1. Open ‘Settings’.

2. Tap ‘General’.

3. Tap ‘Software Update’.

4. If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’.

5. If you see ‘iOS is up to date’ - you’re good to go!

2. Check Date & Time.

Errors can occur if the Date & Time is set incorrectly on your iPhone. Here’s how to double check:

1. Open ‘Settings’.

2. Tap ‘General’.

3. Tap ‘Date & Time’.

4. Ensure the ‘Set Automatically’ toggle is switched ON.

3. Re-enter your Mobile Number.

In most cases, re-entering your Mobile Number on your iPhone can resolve issues with the wrong number showing when you make calls or texts.

1. Open ‘Settings’.

2. Tap ‘Apps’.

3. Tap ‘Phone’.

4. Tap ‘My Number’.

5. Enter your mobile number, using +44 instead of the first 0.

6. Tap ‘Save’.

4. Reset iMessage snd FaceTime.

This forces your iPhone to re-register your correct number with Apple's services.

1. Open ‘Settings’.

2. Tap ‘Messages’.

3. Set the ‘iMessage’ toggle to OFF.

4. Go back to ‘Settings’.

5. Tap ‘FaceTime’.

6. Set the ‘FaceTime’ toggle to OFF.

7. Restart your iPhone completely (turn it off and back on).

8. Once your iPhone has restarted, open ‘Settings’.

9. Tap ‘Messages’.

10. Set the ‘iMessage’ toggle to ON.

11. Go back to ‘Settings’.

12. Tap ‘FaceTime’.

13. Set the ‘FaceTime’ toggle to ON.

You may see a ‘Waiting for activation...’ message for a few minutes. Be patient. Afterwards, open ‘Settings’, tap ‘Messages’ then ‘Send & Receive’. Your correct number should now appear with a checkmark next to it.

5. Force Restart your iPhone.

If you’re using a physical SIM card, remove your iD Mobile SIM, but pop your SIM tray back into your iPhone.

If you’re using an eSIM, open ‘Settings’ > Tap ‘Mobile Service’, select your iD Mobile eSIM, and switch the 'Turn On This Line' toggle to OFF.

Then restart your iPhone. For iPhone 8 and newer, here’s how:

1. Press and quickly release the Volume Up button.

2. Press and quickly release the Volume Down button.

3. Press and hold the Side Button until the Apple logo appears, then release.

Once your iPhone restarts, connect to a stable Wi-Fi network and wait 30 minutes. After this time, re-insert your iD Mobile SIM or toggle your eSIM back ON.

The above steps should update the number on your Apple ID. You can check by going into ‘Settings’, selecting your Apple ID at the top of the screen, and tapping ‘Sign-In & Security’. The correct number should appear under ‘Email & Phone Numbers’.

6. Remove Old SIM Profiles.

Sometimes, your phone can get confused if your SIM or eSIM from your previous network provider is still installed. Here’s how to check:

• If you used a physical SIM card with your old network:

  • Turn off your iPhone, open the SIM tray, and ensure only your iD Mobile SIM is present.

• If you used an eSIM with your old network:

  • Open ‘Settings’ > Tap ‘Mobile Service’. If you see an old eSIM profile from your previous network, tap it and then tap ‘Delete eSIM’.

• If you requested a replacement iD Mobile eSIM:
  • We recommend deleting your old eSIM profile first, if you're able to. Don't worry if you can't do this (for example, if your phone was lost, stolen, or has already been reset).

7. Perform a Network Settings Reset.

​​​​​​As a last resort, perform a Network Settings Reset on your iPhone. Here’s how:

1. Open ‘Settings’.

2. Tap ‘General’.

3. Tap ‘Transfer or Reset iPhone’.

4. Tap ‘Reset’.

5. Tap ‘Reset Network Settings’.

If you've followed all the steps for your iPhone and the wrong number is still showing, please contact us and our team will be happy to help. 

1. Make sure your phone software is up to date.

Here’s how:

1. Open ‘Settings’.

2. Tap ‘Software update’.

3. Tap ‘Download and install’.

4. If new software is available, tap ‘Install now’. If you already have software up to date, latest update information will appear.

2. Reset RCS Chat.

Sometimes, your Google Messages app stores your temporary mobile number, which can cause your phone to show the wrong number when you call or text. Follow the steps below to check and update it if needed:

1. Open ‘Messages’.

2. Tap ‘More Options’.

3. Tap ‘Settings’.

4. Tap ‘RCS chats’.

5. Turn off RCS chats.

Alternatively, use the Google Messages deactivation web portal to turn off RCS chats.

6. Restart your phone.

7. Re-enable Google Chat by following steps 1-4 again but toggling ‘Chat Features’ to ON.

3. Clear the App Cache.

Still having issues? Try clearing the cache of the ‘Google Messages’ app. Here’s how:

1. Open ‘Settings’.

2. Tap ‘Apps’.

3. Tap ‘All Apps’.

4. Tap ‘Google Messages’.

5. Tap ‘Storage’

6. Tap ‘Clear Cache’.

4. Remove Old SIM Profiles.

Sometimes, your phone can get confused if your SIM or eSIM from your previous network provider is still installed. Here’s how to check:

• If you used a physical SIM card with your old network:

  • Turn off your phone, open the SIM tray, and ensure only your iD Mobile SIM is present and in SIM Slot 1.

• If you used an eSIM with your old network:

  • Open ‘Settings’ > Tap ‘Connections’ > Tap ‘SIM manager’. Tap your old network's eSIM and select ‘Remove’.

• If you requested a replacement iD Mobile eSIM:
  • We recommend deleting your old eSIM profile first, if you're able to. Don't worry if you can't do this (for example, if your phone was lost, stolen, or has already been reset).

5. Perform a Network Settings Reset.

As a last resort, you can perform a Network Settings Reset on your phone:

1. Open ‘Settings’.

2. Tap ‘General management’.

3. Tap ‘Reset’.

4. Select ‘Reset Network Settings’.

If you've followed all the steps for your Android device and the wrong number is still showing, please contact us and our team will be happy to help.

1. Make sure your phone software is up to date.

Updating to the latest version of software provides the latest features, security updates and bug fixes::

1. Open ‘Settings’.

2. Tap ‘System’.

3. Tap ‘Advanced’.

4. Tap ‘System Update’.

5. You’ll find your update status. Follow any steps on the screen.

2. Reset RCS Chat.

Sometimes, your Google Messages app stores your temporary mobile number, which can cause your phone to show the wrong number when you call or text. Follow the steps below to check and update it if needed:

1. Open ‘Messages’.

2. Tap ‘More Options’.

3. Tap ‘Settings’.

4. Tap ‘RCS chats’.

5. Turn off RCS chats.

Alternatively, use the Google Messages deactivation web portal to turn off RCS chats.

6. Restart your phone.

7. Re-enable Google Chat by following steps 1-4 again but toggling ‘Chat Features’ to ON.

3. Clear the App Cache.

Still having issues? Try clearing the cache of the ‘Google Messages’ app. Here’s how:

1. Open ‘Settings’.

2. Tap ‘Apps’.

3. Tap ‘All Apps’.

4. Tap ‘Google Messages’.

5. Tap ‘Storage’

6. Tap ‘Clear Cache’.

4. Remove Old SIM Profiles.

Sometimes, your phone can get confused if your SIM or eSIM from your previous network provider is still installed. Here’s how to check:

• If you used a physical SIM card with your old network:

  • Turn off your phone, open the SIM tray, and ensure only your iD Mobile SIM is present and in SIM Slot 1.

• If you used an eSIM with your old network:

  • Open ‘Settings’ > Tap ‘Network & internet’ > Tap ‘SIMs’. Tap your old network's eSIM and select ‘Erase eSIM’.

• If you requested a replacement iD Mobile eSIM:
  • We recommend deleting your old eSIM profile first, if you're able to. Don't worry if you can't do this (for example, if your phone was lost, stolen, or has already been reset).

5. Perform a Network Settings Reset.

As a last resort, you can perform a Network Settings Reset on your phone:

1. Open ‘Settings’.

2. Tap ‘System’.

3. Tap ‘Advanced’.

4. Tap ‘Reset options’.

5. Select ‘Reset Network Settings’.

If you've followed all the steps for your Android device and the wrong number is still showing, please contact us and our team will be happy to help.