Your iD Account & App.

get message sorry your details do not match our records

I’ve switched to iD today and can’t make or receive calls, live chat not working and no apparent way of contacting iD for support or advice! How the hell do u contact them to resolve issues!

Since installing the “new and improved” app, I am unable to use Touch ID to login. The app says ‘let’s get started’ and I have to enter my email and password EVERY time I login. the app then says ‘do you want to use Touch ID ?’ And I click yes, in settings the tab for ‘use touch ID’ is ‘on’ .. then next time it’s the same as before .. SO FRUSTRATING 😣😣 I’ve tried reinstalling and updating the app, but to no avail’ ., Anyone else had this issue

I keep trying to contact the guide Dogs helpline. I have called them many times before without problem. It is an 0800 number but I have enabled premium numbers in my account. The number is not blocked in my contacts. Each time I try to call it is immediately cancelled. I have tried turning the phone off and on again- makes no difference. I have no problem calling any other number which is why I’m dumbfounded by this.

I’ve just joined iD mobile and my old mobile number has transferred over. I am trying to set the app on my phone but it won’t accept my original mobile number from my previous provider and when I input the iD mobile number from my order it states it is sending me an text message with a code that I never receive. Can you please help me get the app set up?

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. Thanks

I can’t access my account

Need to know how to cancel my cancellation request please

I cannot log into my account on my app or on the website, for both it says that i cannot log in because it is not secure. I have tried different devices but get the same message. Can someone please help??

I bought a pay as go plan a couple of months ago (£10 for 6gb) and ported my number over to my ID e-sim. I couldn't login to the app for over a month because it wouldn't recognise my details. After a back and forth with chat support I was able to get in a month later. But when I log in to the app it tells me I'm not on a plan. So I bought the plan again (£10 for 6gb) figuring it might have just have ended. Now the £10 has been taken but I have no minutes, no texts and no data. And the home page tells me I'm not on a plan but the plan page says I am. I'm at my wits end it's been a total disaster since joining. I just want things to work. ​​​​​

I’ve tried about 20 password for the new app it won’t accept any of them

Hi can anyone help just joined immobile 2 days ago ,everything activated ok , I go on the app to try and check it’s set up ok , it shows my bill and that’s it except oops something went wrong try again. lost count of the times I’ve tried , tried on the web site also. anyone got any advice thanks

I’ve moved to id mobile and moved my old number across from giffgaff. When I login to the app it takes me to the “Add your iD Mobile number?” screen, but everything I try and enter for my surname, mobile and date of birth causes the error “ Sorry, your details do not match our records. Please try again.” I’ve tried chatting to an agent but they don’t understand the problem and tell me there is an issue with the email address I am using and they can’t access the system to find out what the issue is because of security reasons. The case I raised had this response : “Hi team, We have confirmed the customer is already registered on self care.Please login with the same email address where you have added the MPNinto the plans,you cannot add same MPN again on another email address or the same email address.” I know i am using the right email address because I have had lots of emails from idmobile to that address. How do I get this fixed, getting very frustrated !!!!!!

I've been with ID mobile for a few years but recently I got a new phone through carphone warehouse but still with ID and had to do the triangle port to keep my number. Everything has worked but now for some reason, all I'm getting on the app is "oops something went wrong" and nothing is loading. Is there anything I can do? Thanks

Hello, on the new id mobile app, i can not check when my contract ends. I have tried everything in the app but there is no option to see the date. How can i do so?

Hi, either my app and website doesnt work. Anyone?

ID App not showing data,call and txt balance . I have tried the website and it’s the same

I have tried to access my account using both laptop and mobile, including using the link in my billing email. Two days trying. Nothing works! I get an “oops” message at every try. ID… sort this out soon or I will be forced to move to another provider after many years with you!

Is anyone having issues topping up? I have tried for 4 days now and keeps saying oops something went wrong! Happens every month!

I tried changing email address but seem to have amended the billing email , not login email so when I tried to login with new email address it doesn’t let me register with my phone number and I can’t delete that account either, or change the login email as that email is used I need Customer Services / Support to delete the new account, or help me make the swap. Why is there no way to reach Customer Services? Thanks

My old number went live yesterday with id mobile, after doing the pac code, etc. But the number in my id account hasnt changed.

Last week I started a new SIM-only plan. I have now decided that this is not for me and I’d like to consider the following options: Cancelling my plan - is there a ‘cooling off’ period Moving to a new handset deal with one of the offers from IDmobile. Is it possible to change without penalty?

I gave my pac code on purchase and my number has not changed on the date stated

I’ve been with ID for over a year. Now I’m unable to access the app as my number is unknown??! Anyone else having this issue?

I have been considering getting a new phone and the one I want is in the exclusive deals for existing customers section. Can I get it and transfer my number from my current SIM only ID contract to that one?