Logging into app

5 replies
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I have just got a new phone through iD mobile and have transferred my old phone number across before accessing the iD mobile app. Now when I try to log into the app, if I use my iD mobile number it tries to send a verification code to that number (which I don’t have access to). If I put in my current number (which was moved across) it doesn’t recognise this number. I have tried speaking to the chat bot but that wasn’t any help. Any suggestions?

Zubeida H

iD Mobile Employee

Hi @LizF1990

Are you trying to transfer one iDmobile number to another iDmobile number? In that case, it won’t work unfortunately. As we do not do internal transfers from iDmobile to iDmobile.

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L

LizF1990Author

New Contributor

No, it’s a Vodafone number which I have transferred across. There is no issue with my number working, it’s just getting logged into the app which is the issue

Lamiya C

iD Mobile Employee

Hi @LizF1990,

Thanks for your patience. To help us get your app login sorted, I just need to check a few things:

If the transfer was done correctly, you should be able to receive the verification text on your transferred number.
-Can you please confirm the make and model of your phone?

-Are you receiving other text messages on this number, or is it only the iD Mobile verification texts that aren’t coming through?

-Can you let us know when your number was transferred to us from Vodafone?

Once we have this info, we’ll be able to troubleshoot and get your app access working as quickly as possible.

Lamiya

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L

LizF1990Author

New Contributor

Hi,

It is an iphone 17.

Yes, I am receiving other texts to the transferred number, just not the verification code from iD mobile.

I transferred the number across on the day I received the new phone which was 2nd Jan.

Thanks,

Liz

M

Marquerita T

iD Mobile Employee

Hi @LizF1990 , I am sorry to learn of the difficulties you are facing with receiving a verification code to access your selfcare app.

Can you please contact our live chat team directly via https://www.idmobile.co.uk/help-and-support so that we can help you re-register now that your number has transferred over to us.

~Marquerita

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