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Can't add phone number to new online account

Forum|Forum|2 years ago
July 21, 2024
38 replies
1331 views

I’ve had 4 numbers (for myself and various family members) for many years. They were all paid for by me and under my name.

I now just have 2 numbers with ID; my wife and daughter.

I’ve created a “new” online account successfully, but I can’t add either of their numbers. I’ve tried using name/DOB for me, my wife and my daughter, but it says “details not recognised” in all cases. Previously I had a separate online logon for each phone number, which was a bit awkward but worked.

Sounds like I’m not alone. Please could you advise how to proceed

Regards,

Martin Wilkinson

Best answer by Matthew T

Morning @IDchuzzlewit,

I’ve just sent you a Private Message.

Thanks.

Show previous replies

C

costapereira

New Contributor

I'm also having the same issue as I am unable to add my number to my new online account.

I get the following message.:

Sorry, your details do not match our records

Please try again.

Tyler C

iD Mobile Employee

Hey there @costapereira, sorry to hear that.

Just to confirm, is this when trying to register the account for the first time, or when trying to add your plan to an already created account when logged in?

Thanks,

Tyler

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D

Dilz

New Contributor

I am having the same problem I cannot add my id mobile number to my account to activate my replacement sim.

please help

Tom

iD Mobile Employee

Hi @Dilz

Have you tried the following link to activate your replacement SIM card without having an app account?

https://my.idmobile.co.uk/activate-sim-outside

Tom

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T

Tclint

New Contributor

I have the same issue. I have a number under my name. And another number under my mums name. (Both for use by my kids) the app let me register 1 number under my surname and my DOB. But the second number. Won’t let me add using either my or my mums details. Can you help??

J

Jomusiclover

New Contributor

I cant add my number either, my number was transfered over to my ID sim today and my current number states it doesn't match their records and the number the sim came with states an error?

Gemma M

iD Mobile Employee

Hi @Jomusiclover,

We're sorry to hear you're having trouble adding your number.

As your number was only transferred to your iD Mobile SIM today, it can take up to 24 hours for all of our systems to update following the port.

We'd recommend waiting until tomorrow and then trying again. It may also help to sign in using an Incognito/Private browsing window if you're using a web browser, or close and reopen the iD Mobile app before trying again.

If you're still unable to add the number after 24 hours, please contact our Customer Service team via Live Chat so they can investigate further.

Regards,

Gemma M

The iD Mobile Social Media Team

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Gemma M

iD Mobile Employee

Hi @Tclint,

I am so sorry to hear of the issues that you faced, and I am so sorry for the delayed response, however please let us know if you have managed to resolve this issue.

Regards,

Gemma M

The iD Mobile Social Media Team

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