Suddenly getting the error 'Sorry, your details do not match our record' after previously having no trouble logging in | iD Mobile Community
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Suddenly getting the error 'Sorry, your details do not match our record' after previously having no trouble logging in

  • July 14, 2025
  • 5 replies
  • 57 views

Gareth Leggeat
New Contributor

On the app and website it is asking me to add a number, despite having logged in many times before and having made updates to my account. Most recently this was to add data allowance in May 2025. Now it won’t let me access the account for my number and when I add the number I get the error 'Sorry, your details do not match our record’. Please help

5 replies

Forum|alt.badge.img+6
  • iD Mobile Employee
  • July 14, 2025

Hi ​@Gareth Leggeat 

 

We’re sorry to hear this. 

 

Please take a look at this link for more information:

 

 

Anika

 


Gareth Leggeat
New Contributor
  • Author
  • New Contributor
  • July 14, 2025

Thanks but the FAQs just suggest checking all the details are correct. They are correct but I still can’t add my number to my account even though it was on there before. 


Siân W
iD Mobile Employee
Forum|alt.badge.img+19
  • iD Mobile Employee
  • July 15, 2025

OK ​@Gareth Leggeat  can you please try deleting the app and reloading it?


Gareth Leggeat
New Contributor
  • Author
  • New Contributor
  • July 15, 2025

Thanks but that won’t work - it happens on the website as well as the app.

I’m unable to login at all now anyway so I can’t check. I got a call from IDMobile and they have said that there has been an error on the account that can only be fixed by sending me a new sim and re-setting up a new account. Due to them making these changes my account login no longer works as they changed the password to something else without telling me.

 


Siân W
iD Mobile Employee
Forum|alt.badge.img+19
  • iD Mobile Employee
  • July 15, 2025

Sorry to hear this ​@Gareth Leggeat , without being able to see your account and what has happened, I can’t really comment.

However, it does sound like it is being looked at as someone has been in touch. Please let us know how you get on once you have your new SIM.