Hi ​@Mlp63 

Thank you for getting in touch. I’m sorry to hear you’re having trouble accessing your account.

If the app is not accepting the telephone number linked to your account, please make sure the number is entered in the correct format (for example, without spaces and starting with 07). If the issue continues, please let us know whether you’re receiving any error messages, as this will help us investigate further.

Thank you,

Zandile 

Hi ​@Mlp63 

Can you access your account via the website using the search engine on your device?

If so, another way is to login to the website and then add a shortcut to that to the home screen.

Hope this helps x

 

Hi ​@Mlp63  Can you please check that the details you have given us such as your name, address and date of birth matches with the actual ones or with the details you are trying to log in with. If you are not sure, please contact us directly via https://community.idmobile.co.uk/inbox/overview and we can check if it matches and correct it.

~Marquerita

Thank you, everyone who answered.

Where do I start?

1st, yes, all my details are correct.

Progress of sorts is that I have managed to get through login, but it stops at the  "success!" page (I'm aware of the irony!🙄), that then asks me to add my ID number, and therein is the problem: there isn't a number I recognise.🤦🏼‍♀️ I have an email from last month with a bill, giving me an account number ending in (4 digits), mobile ending in (4 digits), and I do not recognise either. 🤷🏼‍♀️

But if I want to view the bill, I am back to login screen, and we're back to square one. 

That's not all! My husband also has an id account in his name, and, even though the SIM works, it doesn't recognise the number either. 

The thing is, I want to cancel mine, I'm months out of contract , but husband is contractually tied to his , more recent one. With me so far? I could just take over his SIM card and use it, right?  But hey, the number doesn't correspond either!

So, here we are. If anyone has a suggestion on how to get this salad of Sims sorted, I would be very grateful.  If you're stumped too, could you please point me towards someone who *could* sort this out?

Thank you muchly. 🙏🏼😌

Hi ​@Mlp63,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview 

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team

Thank you. 

Received, read, and replied.

Mlp63. :-) 

Hi ​@Mlp63, 

Thank you for your response. 

If you require further assistance, please feel free to get in touch with us and we’ll be happy to assist you!

Thanks, 

Anneline 

The iD Mobile Team 

Ok, I am confused. I replied to your DM, but that's all, no-one has responded, yet, you post as if my problem had been solved! What is going on? 🤔🤔🤔

Hi ​@Mlp63,

I am so sorry to hear that you have not yet been replied to, I will do so now. 

Regards,

Gemma M

The iD Mobile Social Media Team