I can't login on app and I'm registered

  • 13 June 2024
  • 4 replies

I get a 'Sorry, your details do not match our records' error when I add a plan to the iD Mobile app, what do I do? Tried so many times.

Need help, thanks!

4 replies

Userlevel 6
Badge +2

Evening @Gabriela Oliveira,

Please refer to the following article for help with this error:



If you have followed all the steps and still cannot log-in, please reply to this thread. We will follow up with a Private Message to verify your account, and will pass the details onto the App team to investigate.


Yes I tried,  can't add my ID mobile number

Userlevel 7
Badge +5

Hi @Gabriela Oliveira 


Sorry to hear this, do you still require assistance with this?

Please let us know if so so we can get in touch.

We’ll be able to get in contact with you to assist here, or for a quicker service, we’d recommend using the Live Chat, Facebook or Twitter.




I am having the same problem as described on this thread. I have double checked all of the inputs (phone number, last name, DOB). I would greatly appreciate help in accessing my account.