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Cant add mobile number to app or online

24 replies
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I get an error message when adding surname, dob and mobile number online and on the app - is there a fix for this?

Matthew TAnswer

iD Mobile Employee

Hey @daveylivi,

It looks like you already have an iD Mobile app account set up with a different email address, that has linked to your phone number successfully on the 11th April. Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.

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Matthew TAnswer

iD Mobile Employee

Hey @daveylivi,

It looks like you already have an iD Mobile app account set up with a different email address, that has linked to your phone number successfully on the 11th April. Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

S

Skala

New Contributor

I have similar problem, I changed my phone and can't add my number to app/online account.

It means, I no have access to my account...

Tom

iD Mobile Employee

Hi @Skala

What do you mean you changed your phone?

You moved an existing SIM to another device?

Did you change number?

Have you logged into the app/website since May 2024?

Tom

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S

Skala

New Contributor

I'm sorry I did not specify exactly what is going on…

I had mobile phone where I had IDMobile app. I accidentally damaged the mobile phone so I bought new one.

After installation IDMobile app again on my new mobile I can't upload my mobile number.

Kash M

iD Mobile Employee

Hi @Skala,

Did you register for the new app already?

Can you confirm if you are trying to register or login?

You can contact our Live Chat Team for quicker support.

https://www.idmobile.co.uk/live-chat

Kash

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S

Skala

New Contributor

Yes I did registered. When it comes to type in your number, surname and date of birth I get message, sorry your details don't match our records...

Tom

iD Mobile Employee

Hi @Skala

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Tom

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D

Doramila

New Contributor

Hi, I have the same issue, don't know how to solve it, I try the live chat, it's the same, don't know the problem, try to call, nothing there for my problem, need it solved please. Thank you

Tom

iD Mobile Employee

Hi @Doramila

Sorry to hear this, when you input your personal info (Surname, DOB, iD Number), you get an error telling you something there is wrong, correct?

Tom

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D

Doramila

New Contributor

Yes