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Cant login online or app


I’m trying to log in online but I’m getting to where you put in your ID mobile number and it’s saying sorry your details don’t match our records. How do I fix this please? 
 

 

Best answer by Kash

Hi @Lisa19765,

Welcome to the Community!

Before you are able to log into your account you’ll need to register first.

Once you have registered for the new app you should be able to login.

If you have any issues, please let us know.

 

Kash

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26 replies

Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7791 replies
  • Answer
  • May 30, 2024

Hi @Lisa19765,

Welcome to the Community!

Before you are able to log into your account you’ll need to register first.

Once you have registered for the new app you should be able to login.

If you have any issues, please let us know.

 

Kash


  • New
 Contributor
  • 2 replies
  • July 30, 2024

I also have exactly problem. I can get through the log in bit but then get the message as appears above saying details don’t match. It won’t let me do anything without registering a number so I can’t even check what details it does have for me. And there’s no help other than ‘the community’, a lload of bullshit.  


  • New
 Contributor
  • 1 reply
  • August 5, 2024

I’m trying to log into the app after I updated a while back. 
 

I’ve already registered previously and trying to log in doesn’t work. I get the same error message saying details don’t match. 
 

im looking to upgrade one of my contracts and this isn’t allowing me. 


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • August 12, 2024

Hi @Another Adi & @Sameera 

 

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


  • New
 Contributor
  • 2 replies
  • September 4, 2024

I need help with this as well. I even tried uninstalling the app but it won't let me register again. It asks for login and then doesn't recognise the details. I want to upgrade a phone 


Lauren
iD Mobile Employee
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  • iD Mobile Employee
  • 479 replies
  • September 7, 2024
alice1984 wrote:

I need help with this as well. I even tried uninstalling the app but it won't let me register again. It asks for login and then doesn't recognise the details. I want to upgrade a phone 

Hi @alice1984 are you able to let us know if you’re still having this issue? If so, we’ll send you a PM so that we can assist further.

-Lauren


  • New
 Contributor
  • 2 replies
  • September 7, 2024

Yes. I still can't log in


  • New
 Contributor
  • 2 replies
  • September 8, 2024

I’m having exactly the same problem 


  • New
 Contributor
  • 1 reply
  • September 11, 2024

I’m having this problem aswell. I’m unable to pay my bill because of it. 


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7791 replies
  • September 11, 2024

Hi @IzzyMaw454 @alice1984 @Crispinsharp,

If you are still having issues, please contact our Live Chat Team.

The team can check the issue and assist you further.

 

Kash


Harriet Longerinas
New
 Contributor

Hi I can’t login either. Says details don’t match for my number 0748xxxxx63. I have Three other accounts and no issues with them but dob and last name don’t match with my number. Please help me get back in. J want to upgrade my contract Thanks


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • September 12, 2024

Hi @Harriet Longerinas 

 

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


  • New
 Contributor
  • 2 replies
  • September 16, 2024

Can I get help with this too?  Have entered email address, reset password, phone number, my surname and dob but same error message and no helpful next steps


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • September 19, 2024

Hi @Pf234 

 

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


  • New
 Contributor
  • 3 replies
  • September 19, 2024

I have exactly the same problem. Everything was fine until you changed the App. Now I can't access my account at all. I keep getting the same message others are talking about. Nightmare 


Paula Kipling
New
 Contributor
  • New
 Contributor
  • 1 reply
  • September 28, 2024

I too can't log in. Please help


  • New
 Contributor
  • 1 reply
  • September 30, 2024

I'm trying to login but I can't I'm tired 


  • New
 Contributor
  • 2 replies
  • September 30, 2024

Has anyone had a solution to this? I got an invite to disclose my account info in a DM. Sounds about as dodgy as it gets so I declined. I’ve had two phone conversations with ID, to no avail. 
It seems lots of people are having the same issue yet there is no solution.  


  • New
 Contributor
  • 2 replies
  • September 30, 2024

It's OK to reply to the DM. I provided my deets and the account now accessible 😀

 


  • New
 Contributor
  • 2 replies
  • October 2, 2024

Hi I am having the same issues, I already have an account but when trying to login it’s saying my details don’t match. Please help as I’m wanting new contract. 


  • New
 Contributor
  • 2 replies
  • October 3, 2024

I am having this issue too. It's driving me mad. Please can someone at ID mobile PM me to resolve 


  • New
 Contributor
  • 3 replies
  • October 3, 2024

Hi

I seem to have finally got this resolved. I spent over 3 hours today on 2 online chats to get this sorted out. It appeared to have been fixed after the first 'chat' but just 5 minutes later I was kicked out of both my online and App account, unable to login again. Hence the second 'chat'. It appears that the agents in the 'chat' are dealing with a number of people at a time, so there can be 5 or 10 minutes between you providing information and them acknowledging it, that's after the 45 plus minute wait to start the 'chat' in the first place. 

 

If you have the strength of mind to give it a go, you may get somewhere. Good luck

 


  • New
 Contributor
  • 1 reply
  • October 4, 2024

I’m having this issue not being able to log in saying my details don’t match, could someone at id mobile contact me to get this sorted 

many thanks 


  • New
 Contributor
  • 1 reply
  • October 5, 2024

Similarly I now can’t do anything with my account, on app or web. Going round in circles with changing password and my details not being recognised. Surely the solution isn’t to change providers!! Help


  • New
 Contributor
  • 3 replies
  • October 5, 2024
Schree1 wrote:

Similarly I now can’t do anything with my account, on app or web. Going round in circles with changing password and my details not being recognised. Surely the solution isn’t to change providers!! Help

If you have the patience to contact Customer Service using the Chat function you may get a resolution. It took me 2 attempts, about 3 hours and a huge amount of stress, but I can now access my account both on the App and online. Threatening to switch provider appears to be water off a duck's back to the Customer Service team, I tried it and was just thanked for my patience (which was, by that stage, nonexistent) Good luck