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Question

Unable to access my account

  • July 5, 2025
  • 1 reply
  • 17 views
N
Community Member

I cannot access my account. I login reach the page that says success and ask me to add my mobile number. I click it then add my mobile no., last name & my dob , click next then I get the following error message: ‘sorry your details do not match our records’ please try again.

I have tried - several times, both on the web (on various different browsers, even incognito and via the app and I keep getting the same error message. I have cleared my cache and everything else suggested NOTHING WORKS.

I know I am not the only one judging my the messages I have seen on this community site. The online chat is useless as it is pre-programmed to only to answer the basics.

I am so fed up now that I am seriously thinking of changing providers. No one else I know who using other providers have ever had problems such as this.

Please help now

    1 reply

    Tyler C
    iD Mobile Employee
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    • Tyler C
    • iD Mobile Employee
    • 5513 replies
    • July 6, 2025

    Hey there ​@nannie, sorry to hear that. Just to confirm, have you been able to login to the app/website previously with this account/contract?

     

    In terms of the chat, the bot is only at the start of the conversation and you’d need to ask to speak to an agent. If you tried the chat at 6:36pm yesterday as per the time of this post, the live-chat would’ve been closed for business for the day as it shuts at 6pm on a weekend, but is open again now, just simply type “Speak to an agent”.

     

    Thanks,

    Tyler

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