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daveylivi
Community Member
July 12, 2024
Solved

Cant add mobile number to app or online

  • July 12, 2024
  • 24 replies
  • 722 views

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

    Best answer by Matthew T

    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.

    24 replies

    Show previous replies
    Catherine Ruth
    New Contributor
    Catherine Ruth
    New Contributor
    November 15, 2025

    I have the same problem but can't see any answers

    Lamiya C
    iD Mobile Employee
    Lamiya C
    iD Mobile Employee
    November 15, 2025

    Hi ​@Catherine Ruth ,

     

    Please reach out to us on here via Facebook or Instagram, Live Chat, our Community page, or by emailing socialqueries@idmobile.co.uk with the details. Our team will be happy to assist and make things right when you need us.
     
    Thanks again for your patience.

     

    Lamiya 
    iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    notsufi
    New Contributor
    notsufi
    New Contributor
    October 3, 2026

    I’m having the same issue, when I’m adding my ID mobile no., surname and dob, it gives me an error saying “Sorry, your details do not match our records. Please try again.” On the app and online. Is there a fix?

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    October 4, 2026

    Hi ​@notsufi,

     

    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

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

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