ID app not working

  • 13 June 2024
  • 4 replies

Userlevel 1

Had to update  the ID app and now receiving "Sorry, your details do not match our records." message. Same issue on phone and PC. Received an email saying “Hi XXXXX,
Great news - your iD Mobile online account has been created! To get started, simply log in and follow the steps to add your plan. Thanks, The iD Mobile Team” Followed the steps and it’s not working. Please sort.


4 replies

Userlevel 6
Badge +2

Evening @warmstrong99,

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.


Userlevel 1

Followed all steps - even deleted all ID cookies and tried from a fresh start - not working.

Userlevel 7
Badge +6

Hi @warmstrong99 

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:

We’ll see you there.




Userlevel 1

Finally sorted by ID Support  - Can actively access mobile and pc apps.