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Mobile App and Web Login broken - how to i get into my account?


How do i get past the error message “Sorry, your account details do not match our records. please try again” which I consistently get when adding my phone number to my new account.  I get the same error whether I’m using the App of the web.  How do I access my account? The number of frustrated one star reviews for the current App fill me with dread!!

Best answer by Matthew T

Morning @Andrewcr,

It looks like you already have an iD Mobile app account set up with a different email address, that has linked to your phone number successfully on the 20//06/2024. Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.

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5 replies

Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • June 10, 2024

Morning @Bowdenash. I’ve sent you a Private Message. Thanks.


  • 2 replies
  • June 20, 2024

I have the same issue. Can’t find live chat. Hope do I register? Thanks


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • Answer
  • June 21, 2024

Morning @Andrewcr,

It looks like you already have an iD Mobile app account set up with a different email address, that has linked to your phone number successfully on the 20//06/2024. Are you trying to re-register with a different email? If so, this will be causing the 'details not matched' error. Thanks.


  • 2 replies
  • June 21, 2024

Hi Matthew. Thanks for responding, yes it is now working for me, presume the different email address was the problem. Cheers


Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • 2235 replies
  • June 25, 2024

Hey @Andrewcr, we’re very glad to hear :)

 

Kind regards,

Tyler