We need to upgrade one of our phones. We have 2 phones on different accounts. The one that needs an upgrade we don’t have access to the original email address that we used to log on. We last posted the following:I’ve been with ID for a number of years (two phones on separate accounts). One phone needs an update but we don’t have access to the original email address used. When we try to re register following the instructions on the help page “I've forgotten which email address my number is linked to in the iD Mobile app. What should I do?” but continually get the message “sorry your details do not match our records”. Any idea how this can be resolved.We were advise to go through chat & if that didn’t help get back to ID. Chat advised to re-register, which is the original problem. Since then we have been in contact with ID & supplied them with details, name, address phone number etc. But have still not had any resolution to our problem.Anyone got any idea as to where we go from here?

Out of interest @KathemmiCan you not change the email address using this method?

Our apologies for any delays with the private message @KathemmiThe team work to respond as quickly as possible and will be back in touch as soon as possible.Thanks,Nat

No help fromID | iD Mobile Community

To enter this promotion, participants must register with the iD Mobile Community and provide an answer to the question on the corresponding topic thread: “How to use smart tech to keep your New Year resolutions on track.”

No purchase necessary.

The closing date for entries is 23:59 on 19th January 2026. One prize will be awarded: THERABODY Theragun Prime G5 Handheld Smart Percussive Therapy Device - Black.

This promotion is open to all UK residents aged over 18 years (except for employees and their families of the Promoter and their group of companies, agents (including affiliates), suppliers and anyone connected with this promotion).

Only 1 entry per person is permitted, duplicate entries will not be entered into the draw.

The Promoter may, in its absolute discretion, disqualify any entries which it feels do not comply with these terms and conditions or where any form of bad faith is suspected.

The entry must be submitted personally by the entrant. Entries by third parties, collective entries or multiple entries will be disqualified.

The Promoter accepts no responsibility for lost or incomplete entries.

One winner will be selected at random by an independent person from all correct and eligible entries received. The winner will be notified by email or by private message on the Community platform and will be asked to reply within 7 days of receipt of the notification. If the Promoter does not receive confirmation from the winner that they accept the prize by this time, the Promoter reserves the right to withdraw the offer/prize. The prize will be delivered within 30 days of acceptance.

The prize is non-transferable and non-refundable and cannot be exchanged by a winner for an alternative. The Promoter reserves the right to replace the prize with a similar value prize.

The decision of the Promoter is final and binding and no correspondence will be entered into regarding the outcome of this promotion. We make no representation or warranty in relation to the prizes provided and to the fullest extent permitted by law, we shall have no liability to you in relation to any prize, its fitness for purpose, merchantability or otherwise.

Upon request, the initials and county of the winner will be available by sending an SAE to the Promoter at the address below. Such requests should not be sent until 28 days after the draw.

If you are the winner of this promotion, you will be asked to agree to participate in any publicity arising from the prize draw which the Promoter may reasonably require. The Promoter will also have the right to use each winner’s surname and country of residence for advertising and promotional purposes in connection with the promotion in all media without further notice and without the need to make payment to the winners.

iD Mobile takes your privacy and security of your personal data seriously. Our Privacy Policy explains how we collect and use personal information in accordance with current UK data protection legislation. Our privacy policy can be found at idmobile.co.uk/legal/privacy-and-cookies.