Hi ​@Tclint ,

Thank you for getting in touch, and I’m really sorry for the frustration this has caused, I completely understand how inconvenient it is not being able to access the second account, especially for bills and account management.

Each iD Mobile account can only be registered using the exact details held on the contract, so this error usually appears if there’s a small mismatch (for example, name format, date of birth, email address, or postcode). Even minor differences can prevent the app from recognising the account.

Lamiya

That’s not really a solution though.

i have entered all the details for both of us. And it simply does not recognise anything, how on earth am I supposed to find out what details have been entered? We only have 1 date of birth each, we share the surname. And live at the same address. So only info the app ask for is. Mobile number. Which is obv correct as its new form id mobile. Our surname is Clinton, so go figure, that’s clearly correct, and as stated. My app worked adding 1 number with my DOB, and her app won’t work using her DOB. Unless id mobile have incorrect info on her. Am I supposed to just go down every DOB untill I get it? Like breaking into a combination lock?? What’s the answer to fix the issue? 
 

she also only has 1 email address. The other account must be fine as I have logged in with my account and can access everything. So I can only dummies it is the DOB as already stated? 
 

thanks 

Hi ​@Tclint 
 

I completely understand how frustrating this must be, especially as you’ve been able to register one account successfully but the second one isn’t working.

From what you’ve described, it does sound like the issue is likely related to a mismatch between the details held on our system and what the app is checking, even if all the information appears correct. Sometimes, even minor differences (for example, formatting of the date of birth, or slight variations in name spelling) can prevent the app from recognising the account.
Please check your email details of each account to register correctly

Lamiya