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I’ve moved to id mobile and moved my old number across from giffgaff.

When I login to the app it takes me to the “Add your iD Mobile number?” screen, but everything I try and enter for my surname, mobile and date of birth causes the error “

Sorry, your details do not match our records.

Please try again.”

 

I’ve tried chatting to an agent but they don’t understand the problem and tell me there is an issue with the email address I am using and they can’t access the system to find out what the issue is because of security reasons.

The case I raised had this response :

 

“Hi team,

We have confirmed the customer is already registered on self care.
Please login with the same email address where you have added the MPN
into the plans,
you cannot add same MPN again on another email address or the same email address.”

 

I know i am using the right email address because I have had lots of emails from idmobile to that address.

 

How do I get this fixed, getting very frustrated !!!!!!

 

Sounds like somehow the mobile number you wanted to keep, is already registered and linked to another email address in the iD self-serve system, @Pangowen.

Hi @Pangowen 

 

Sorry to hear this, do you still require assistance with this?


Please let us know if so so we can get in touch.


We’ll be able to get in contact with you to assist here, or for a quicker service, we’d recommend using the Live Chat, Facebook or Twitter.

 

You may receive emails already, however that has nothing to do with the email you use for registering to the app. The email used for billing and the email used for the app can be completely different or the same.


Tom

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