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

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