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New Contributor
June 16, 2026
Question

Sorry your details do not match our records

  • June 16, 2026
  • 3 replies
  • 26 views

Getting the above message when try to add my mobile number to ID Account.  Going on holiday tomorrow and according to online search I need to turn mobile roaming on via the app as well as my phone but I cannot access the app.  Is there anyone who can help with this?  Thanks. 

    3 replies

    JoeKing
    Silver Contributor
    Silver Contributor
    June 16, 2026

    Getting the above message when try to add my mobile number to ID Account.  Going on holiday tomorrow and according to online search I need to turn mobile roaming on via the app as well as my phone but I cannot access the app.  Is there anyone who can help with this?  Thanks. 

    Are you using a web browser or the idmobile app? 

    Remember if you're using an auto complete whilst typing in your email as I found it can input an extra blank space. If this is the case delete the space so the the cursor is at the end of your email. And now enter your password. 

     

    Joe

    Android OS 16 - Nothing Phone 2, (Samsung Galaxy S 25 Ultra Here to help, I do have a life. 😉
    Swimmer06Author
    New Contributor
    June 16, 2026

    Now sorted.  Went on live chat and my surname was wrong on the system.  Had to attach a selfie with driving licence showing my name. 

    iD Mobile Employee
    June 16, 2026

    Hi ​@Swimmer06 

     

    Thank you for letting us know.

    If you need any further assistance at all, please don’t hesitate to reach out to us, we’re always happy to help.

     

    -Michael Z

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.