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ToffeeMonkey
New Contributor
September 22, 2026
Question

Can't log into my account on web or app. Doesn't recognise my number

Hello again, I'm still trying to log into my account and not getting very far. Customer support haven't been able to help me yet.

I signed up to ID mobile 9 years ago. I never used the assigned number as I transferred my number from a previous provider to my ID mobile account. 

Now, I'm unable to sign into my account on the web or app as it says it does not recognise the number I have been using for the past 9 years and still continue to use with ID Mobile. It wants me to use the original number I was assigned but never used.

How do I log into my account if they send a verification number to a mobile number I don't use? Or is there another way? 

I would really like to sign into the app to check bills, etc. 

Thanks

 

    1 reply

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    September 23, 2026

    Hi ​@ToffeeMonkey,

     

    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

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