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Unable to log onto app after change of m mobile company

  • November 4, 2025
  • 2 replies
  • 31 views
A
Community Member

Hi,

I have changed from O2 and have also taken my number with me.

eSim is set up and I can receive texts and use the mobile internet. When I want to log onto the ID app, giving my existing number (the one that I have taken with me), surname and DOB - I get the message ‘Sorry, your details do not match our records”.

Any help would be greatly appreciated!!

Andre

Best answer by WelshPaul

These issues usually occur when ID Mobile receives an incorrect date of birth or a misspelled surname during the order. You can speak to live chat to confirm this.

 

https://idmobile.co.uk/live-chat

 

    2 replies

    WelshPaul
    Platinum 
Contributor
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    • WelshPaul
    • Platinum 
Contributor
    • Answer
    • November 4, 2025

    These issues usually occur when ID Mobile receives an incorrect date of birth or a misspelled surname during the order. You can speak to live chat to confirm this.

     

    https://idmobile.co.uk/live-chat

     

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    I
    iD Mobile Employee
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    • Isa M
    • iD Mobile Employee
    • November 4, 2025

    Hi ​@WelshPaul  and thank you for the advice. ​@andre7766 , please confirm if you were able to use the live chat and received assistance?

    Thanks,
    Isa🎀

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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