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Question

New user app access as my number has already changed

  • June 25, 2025
  • 1 reply
  • 10 views
S
Community Member

I am trying to access the app for the first time. I have created a username and password. I am then taken to a page to input my id mobile number, name and date of birth. 
I have retained my number from my previous network. 
when I use that number I get the message that my details are not recognised. 
When I input the original number on the account before it changed to my original number I get a message saying that I have been sent a passcode. 
I cannot access this passcode as the number has already been changed to my old number. 
How do I now access the app? 

    1 reply

    Tyler C
    iD Mobile Employee
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    • Tyler C
    • iD Mobile Employee
    • 5223 replies
    • June 26, 2025

    Hey there ​@Scottishdave, sorry to hear that. Has your number switch officially completed?

     

    Also to confirm, is the date of birth entered correct?

     

    Thanks,

    Tyler

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