Hi ​@Joey chan,

Sorry to hear you’re having trouble logging in.

That error can sometimes happen if there’s a slight mismatch in the details held on the account (for example, formatting differences in your name or date of birth or if you are putting in your mobile number instead of the temp number), but don’t worry, we can still help from here.

While Live Chat is available if you’d prefer (https://www.idmobile.co.uk/live-chat), you don’t have to go through there, we’re more than happy to assist you right here on the Community.

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Thanks.

Gemma M

The iD Mobile Social Media Team

Hi, I have the exact same issue, I’ve created an account and when I try to add the new number surname and my date of birth it gives me the error, your details don’t match our records. Can someone help?

Hi ​@NJW ,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Michael Z