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Community Member
05Bozena
Community Member
September 8, 2026
Solved

cannot log in on app

  • September 8, 2026
  • 2 replies
  • 31 views

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

    Best answer by Gemma M

    Hi ​@05Bozena and ​@Stevedwilliams1954,

     

    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

    2 replies

    New Contributor
    Stevedwilliams1954
    New Contributor
    September 8, 2026

    Yes, same problem here. What next to help. I’ve wasted one months payment 

    Gemma M
    iD Mobile Employee
    Gemma MAnswer
    iD Mobile Employee
    September 10, 2026

    Hi ​@05Bozena and ​@Stevedwilliams1954,

     

    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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