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ID Mobile does not recognise mobile number

  • April 8, 2026
  • 1 reply
  • 13 views
A
Community Member

My wife and I have mobiles connected by ID. Both working well.

I have an account and I login and alter my Direct Debit.

My wife creates an account without any problem but when she tries to go on ID asks for her mobile number and then says it does not recognise the number. 

Help appreciated!

Best answer by Lamiya C

Hi ​@AlexanderYoung21 ,

 

I’m really sorry for the trouble your wife is having logging in, I completely understand how frustrating that must be, especially when everything is working fine with the service itself.

It sounds like the account may not be correctly linked to the mobile number yet, or the system is struggling to match the details during registration.
 

Could you please try the following troubleshooting steps:

• Double-check the mobile number is being entered in full international format (e.g. 07… without spaces)
• Make sure she is using the exact number currently active in the SIM/phone
• Try registering via the iD Mobile app if using the website (or vice versa)
• Clear browser cache or try a different browser/device
• Ensure the SIM is active in the phone and able to receive calls/texts
• Restart the phone before attempting registration again

 

Lamiya

 

    1 reply

    Lamiya C
    iD Mobile Employee
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    • Lamiya C
    • iD Mobile Employee
    • Answer
    • April 11, 2026

    Hi ​@AlexanderYoung21 ,

     

    I’m really sorry for the trouble your wife is having logging in, I completely understand how frustrating that must be, especially when everything is working fine with the service itself.

    It sounds like the account may not be correctly linked to the mobile number yet, or the system is struggling to match the details during registration.
     

    Could you please try the following troubleshooting steps:

    • Double-check the mobile number is being entered in full international format (e.g. 07… without spaces)
    • Make sure she is using the exact number currently active in the SIM/phone
    • Try registering via the iD Mobile app if using the website (or vice versa)
    • Clear browser cache or try a different browser/device
    • Ensure the SIM is active in the phone and able to receive calls/texts
    • Restart the phone before attempting registration again

     

    Lamiya

     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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