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
Question
Suddenly getting the error 'Sorry, your details do not match our record' after previously having no trouble logging in
Hi
We’re sorry to hear this.
Please take a look at this link for more information:
Anika
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.
+19OK
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.
+19Sorry to hear this
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.
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