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Your iD Account & App.

Got a question about the iD Mobile app or My Account online? Ask it here!

  • 380 Topics
  • 1,187 Replies
380 Topics
A
Newbie
Andrew BaskeyfieldNewbie
asked in Your iD Account & App.
account query

I have 2 ID mobile pay monthly phones on my account. 1 is mine and the other is my daughters. I pay for both phones. When I log into my account I can only see my phone details. How do I get to see the other phone details as I want to upgrade this phone?

2
A
Newbie
1 month ago
Sue Minett
Civilian
Sue MinettCivilian
posted in Your iD Account & App.
cant log in

Every time I try to log in on my app it always says my details are not correct. I've entered everything correctly. What can I do?

1
Tom
iD Mobile Employee
1 month ago
G
Civilian
GioleuCivilian
posted in Your iD Account & App.
sorry your details do not match our records

Hi, my daughter is abroad and has run out of data, the only way to get more is through the app and its coming up with sorry your details do not match our records. Can anyone help please?

1
Tom
iD Mobile Employee
1 month ago
M
Civilian
mgmaidenCivilian
posted in Your iD Account & App.
logging into account

cannot log into my account, when i put my phone number , surname and date of birth it comes up with records do not match. ive tried the chatbot, but keeps going back to email address and password forgotton. I have to put these in before i get to the register page

1
Tom
iD Mobile Employee
1 month ago
L
Civilian
lorabeth3008Civilian
asked in Your iD Account & App.
cant access my app phone number not recognised

I can’t access my app to set up dd as it doesn’t recognise my number on app this is causing me issues please resolve 

4
Kash
iD Mobile Employee
20 days ago
E
Civilian
Elizabeth2019Civilian
posted in Your iD Account & App.
parcel delivered to the wrong address

Hello my parcel was delivered today to the wrong address I went there because I know where is and the people they said they don’t have it I don’t want to argue so I said ok and I lefti need my parcel to be send again to my correct address  

1
Tyler
iD Mobile Employee
1 month ago
Seán Mac Ruanaidh
Civilian
Seán Mac RuanaidhCivilian
asked in Your iD Account & App.
PAC Code

I need a new PAC Code and my account has been closed. How do I obtain one so I can move and keep my number?

4
Tyler
iD Mobile Employee
1 month ago
Matt Hollingworth
Newbie
Matt HollingworthNewbie
posted in Your iD Account & App.
Apple TV free offer link not working

Hi I've waited to redeem my free offer and had a valid purchase, the banner for apple music works but not the apple TV which I wish to redeem please help

1
Tom
iD Mobile Employee
1 month ago
J
Civilian
JonnyBulletCivilian
asked in Your iD Account & App.
How to login to App

I have created an account with ID mobile app on my old phone. And tried to get into the app once my new phone arrived but it now says that my details are incorrect. How do I get into my mobile app now? There's no option to reset or anything

1
Tom
iD Mobile Employee
1 month ago
Miroslaw Marciniak
Civilian
Miroslaw MarciniakCivilian
posted in Your iD Account & App.
What do i do if i don't remember my id mobile number?

I tried to login into my mobile id account and it wants me to put in my id mobile number but i don’t have it anymore and i don’t remember it either. So what do i do?Additionally information:I don’t know where my sim card is so i can’t check the number that way.Through my old emails with id mobile shows me my last 4 digits of the number.

2
Tyler
iD Mobile Employee
1 month ago
Francis Mcgeoghegan
Civilian
Francis McgeogheganCivilian
posted in Your iD Account & App.
amazon gift card

N/a

1
Tom
iD Mobile Employee
1 month ago
Y
Civilian
YO-SJCivilian
asked in Your iD Account & App.
Can't add my mobile number to Id mobile online

Trying to access my account. I have been asked to create a new account to access my old account.  It all works until I add my mobile number - it then says it has no record of my number.

1
Tom
iD Mobile Employee
1 month ago
K
Newbie
Karen hopeNewbie
asked in Your iD Account & App.
unable to add device to app

I am unable to add device to app. I keep getting invalid message. No idea how to resolve 

3
Kash
iD Mobile Employee
1 month ago
L
Civilian
lanreCivilian
posted in Your iD Account & App.
need help retrieving account

Hi, I Need help from customer support team member on how to retrieve an ID account which could possibly be lost or fraudulent ,under my name.i just spoke to an ID team member over the phone and they said I would have to speak to someone on here and provide proof of identity in order to retrieve the account. I need this sorted ASAP because there’s a monthly payment under that account which keeps being charged from bank account.

1
Matthew T
iD Mobile Employee
2 months ago
P
Newbie
Peachy76Newbie
asked in Your iD Account & App.
Pac number transfer not made it to my phone

My previous number is now referenced in my ID account, have been told that pac was successful, but the number on my new phone (android) has not updated, and is the same as the original sim number.  The ID bot isn't going to be any help, so hopefully someone knows how to resolve this without being able to speak to ID! 

3
Tyler
iD Mobile Employee
1 month ago
S
Civilian
syd123Civilian
posted in Your iD Account & App.
Error Signing up for app

I keep getting the ‘Sorry, your details do not match our records’ error when adding my phone to the iD Mobile app but it’s definitely the correct phone number and name typed into the app. I cannot speak to a representative to get this sorted out because calling 7777 just has pre-recorded messages and I can’t actually do anything. I would rather cancel my plan and start a new one from scratch as this only happened when my app was updated- the fact that there’s no option to log in and there is only a signup option is alarming and irritating because I cannot do things such as answer a security question or reset my password to access my account on the app, nor online

1
Tom
iD Mobile Employee
1 month ago
N
Civilian
NellynbCivilian
posted in Your iD Account & App.
Details do not match

I’ve been trying for weeks to log into the app, or on the website and constantly get the message ‘ my details do not match ‘ I’ve tried live chat etc but to no avail , any help would be helpful thanks .

1
Tom
iD Mobile Employee
1 month ago
M
Civilian
MrMoosemanCivilian
asked in Your iD Account & App.
I am unable to re-register even after following all the help steps.

I have had an account with ID for 4+ years, my original contract ended 2020 September. I am still on the plan and do not intend on changing that. I am unsure of when exactly but for a few months I have been unable to log in to my account. I changed my password but it has not resolved the issue. When i log in with this email it asks me to add a phone number as if I am a new account. When I try to add my number it states that the number is not registered although all my details are correct. PLEASE NOTE: I have tried to follow the FAQ on issues with re-registering. It is unsuccessful. I am able to log into the community hub so I know my email and password are correct, but the actual account will not let me add my phone number. URGENT

1
Kash
iD Mobile Employee
2 months ago
S
Newbie
swcqNewbie
posted in Your iD Account & App.
app update

Just updated the app but it's still showing the wring amount of data ,I have 100gb but it's only showing 20 gb

1
Kash
iD Mobile Employee
2 months ago
M
Civilian
MaialockhartCivilian
posted in Your iD Account & App.
FRAUDULENT ACCOUNT

Hello. I have had fake 'direct debit' set up letter confirmation sent to me with incorrect details and I have never opened up an account with ID mobile, this is pure identify fraud. I received two letters from ID mobile and I would like someone to contact me regarding launching an investigation about this to stop further letters. I have reported it with action fraud and have a reference number. 

1
Tom
iD Mobile Employee
2 months ago
M
Civilian
matth76Civilian
posted in Your iD Account & App.
Unable to use app nor access my account - goes round in a loop asking to create new account

Morning everyoneI have been an ID Mobile customer for 18 months (I am on a monthly contract with large data allowance) and don’t often use the app but am going to France next week so wanted to follow ID Mobile’s instructions to turn on data roaming which apparently they say I have to turn on inside their app (with all other networks I have just done this simply on my phone) but anyway I wanted to check my app and data allowance as I haven’t logged in for a long time, and it appears they have updated their app as I get presented with a message when I open the app saying “say hello to the new iD Mobile app” and requiring all existing customers to re-register and to “create account”, to access my iD online account, which I do, but each time after clicking the create submit button it goes back to the create account page again.  All fields are filled in and it is a strong password meeting all the criteria (it is not a spam/phishing site as it is all direct from within the official iD Mobile

1
Tom
iD Mobile Employee
2 months ago
S
Newbie
SallyjhollowayNewbie
posted in Your iD Account & App.
my mobile number isnt recognised on app

 Hiwhen I try to log on the app does not recognise my details.when I add in my mobile… I’ve seen this appears to be a common issue.please advise.thank you

1
Tom
iD Mobile Employee
2 months ago
G
Newbie
GillWillowNewbie
asked in Your iD Account & App.
How much data left?

I’m currently abroad and have got roaming set up, but want to check how much data I’ve used. The app displays 194.7GB/100GB. What is this telling me? That I’ve used 94.7 extra outside of my plan? Is there any way of seeing how much I’ve used while abroad? 

12
Matthew T
iD Mobile Employee
10 days ago
S
Civilian
stokie69Civilian
posted in Your iD Account & App.
Swapping from contract to ESIM

Hi,2nd question of the day! 😀Having come to the end of my 24 month contract I opted for a SIM/ESIM only deal that is now activated and seems to be working fine. Do I now need to stop my old contract or will EMobile do that for me? I obviously do not want both contracts to be active/paid for at the same time!Thanks, Chris. 

1
Tyler
iD Mobile Employee
2 months ago
Bob Jenkinson
Newbie
Bob JenkinsonNewbie
posted in Your iD Account & App.
iD nuisance messages

Does anyone else think that all these contacts from iD mobile are meaningless and unnecessary?I joined ID recently and they are starting to become a nuisance.Am I the only one that feels like this?

1
Tom
iD Mobile Employee
2 months ago
Terms & Conditions