Can't set up app, details not recognised

I'm trying to set up the new app on my son's phone. It says the phone number/surname/date of birth is not recognised. The old app worked fine on his phone, and I have access to his info through the app on my phone. Where do I go for help with this?

2 replies

Userlevel 8
Badge +9

Try the iD online Live Chat service, @EandJB

Your 1st challenge will be getting past the 24/7 chatbot, so you can speak to a customer adviser. 

Meanwhile, have your online at https:/

Userlevel 7
Badge +5

Hi @EandJB 


Please ensure when registering you’re using the account holder’s details and not the user’s details (if these would be different).


If you’re still having issues with this, please let us know.