Details not recognised on app after getting new phone (E Sim) | iD Mobile Community
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Details not recognised on app after getting new phone (E Sim)

  • July 29, 2025
  • 2 replies
  • 29 views

Ethan Joel
New Contributor

Just got my new IPhone 16 on e sim contract after cancelling my old one and getting a new one under new and correct details and am unable to get into the app, says details aren’t recognised (something along those lines - refer to image) My new contract is E sim but from my old contract on iPhone 14 Pro Max both my new and old number still shows up yet it’s a different phone and I do not have the old sim in it’s still in my other phone, I’m wondering if the reason my details can’t be recognised is maybe my iCloud is still linked with my old phone number some how? As I can only think that’s the reason for it showing on this phone 

2 replies

Ethan Joel
New Contributor
  • Author
  • New Contributor
  • July 29, 2025

 


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 30, 2025

Hey there ​@Ethan Joel, sorry to hear that. If you’ve ordered a completely new, separate iD contract, you’ll need to use the iD Mobile number that’s came with the new plan. Also, sometimes the customer can accidentally input the wrong DOB when joining, so it could be that also. If you’d like, we can drop you a PM to see if this is the case?

 

Thanks,

Tyler