Solved
cannot log in on app
I have just switched to ID mobile and downloaded the app now. When I try to log in, it says my details don’t exist. I asked to keep my old phone number and it doesn’t recognize it
Gemma MAnswer
iD Mobile Employee
September 10, 2026
Hi
I'm sorry to hear you're having trouble logging into the app.
If you've only recently joined iD Mobile and requested to keep your old number, it's possible that the account setup or number transfer is still being processed.
We're also aware that some customers have been experiencing issues with the app. As a workaround, we'd recommend trying to access your account online instead: https://my.idmobile.co.uk/login
If your old number still isn't being recognised, try using the iD Mobile number that was originally provided with the SIM/eSIM, if you have it available.
If you're still unable to access your account through the website, please contact our Customer Service Team via Live Chat so they can investigate further: https://www.idmobile.co.uk/live-chat
Regards,
Gemma M
The iD Mobile Social Media Team
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