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Unable to register on App - details not matching


I’ve been with ID mobile for about a month now and still cant register on the App. It keeps saying details dont match what is on their records. Having chatted to 3 different chat advisors, who confirmed my details do actually match my account, one of them referred me to their ‘technical’ team. That was about 10 days ago and still nothing!!! Why is everything so difficult to sort out. I’m not on FB or X, so I cant contact them via a social media site. I keep getting emails about ‘oh look at this, check this out’ but how can I when I cant even access the App - appalling service! 

Best answer by Kash

Hi @Woodysnr,

Welcome to the Community!

I would advise taking a look at Help Hub at the link below:

If you still require assistance, please get back to us here or via Live Chat.

 

Kash

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24 replies

Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7745 replies
  • Answer
  • June 11, 2024

Hi @Woodysnr,

Welcome to the Community!

I would advise taking a look at Help Hub at the link below:

If you still require assistance, please get back to us here or via Live Chat.

 

Kash


  • Author
  • New
 Contributor
  • 3 replies
  • June 11, 2024

@Kash  That didn’t help at all! I’ve already been into ID Chat on 24/5 and confirmed all my details match what you’ve got and they said they’d refer it to the technical team and I’d hear back. We are now 11th June and still not heard anything!!! 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1716 replies
  • June 12, 2024

Morning @Woodysnr,

I’ve sent you a Private Message.

Thanks.


  • New
 Contributor
  • 3 replies
  • October 6, 2024

Having just moved to ID Mobile, I’m beginning to wonder if I have made a grave error and should have stayed with a well name brand with good customer and technical service. Having made, at least, six (6) attempts to log in to my IDMoblie account from my mobile, shortly after installing the App, each time I received the message to “Provide a valid email address”. I made one last attempt via Google to reinstall the app, but then looked at the customer comments, and realised my problem was one of many in trying to use the app or gain access to my account via the app. I have given up on installing the app, recognising it will fail to work. I am now left wondering if IDMobile has the technical skills and capacity to provide a ‘fit for purpose’ mobile service, and simply, for whatever, reason, is unable to offer an equivalent product and service to others, such as Vodafone etc. I am not prepared to waste my time dealing with an organisation who seem to fail to understand the responsibility of competent product, technical and cutomer service, and will shortly be returning to a well known brand able to offer an acceptable standard of service. The experience of dealing with IDMobile has been a real ‘eye opener’ and made me realise how many of us are prepared to pay for and put up with standards that should not be allowed to operate in any market place, whatever the product or service.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1716 replies
  • October 7, 2024

@TML -

Looks like you registered for the iD Mobile app on the 1st October. Are you still having issues? Thanks.


  • New
 Contributor
  • 3 replies
  • October 7, 2024

Matthew, good afternoon. Am I still having issues? I do not know, because as I said in my original comment, I have now uninstalled the app, recognising I cannot log-on to my account from my ‘phone; and reconciled myself to the fact that it does not work.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1716 replies
  • October 7, 2024

@TML -
To help out, I’ve unlinked your Mobile Number from your App Account. Please re-download the app and re-register using your preferred email address and password. Thanks.


  • New
 Contributor
  • 3 replies
  • October 9, 2024

No, I’m sorry, still does not allow me to access my account. Continues to say, “Please enter an email address”. I am able to access my account from my computer, without any issues. It’s just the phone?

TML

 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1716 replies
  • October 9, 2024

@TML -

What Make & Model phone are you using? Have you tried the simple troubleshooting step of Uninstalling & Reinstalling? If on Android have you cleared App Data & Cache? Thanks.


  • Active Contributor
  • 10 replies
  • November 22, 2024

Hi

 I ordered an iD SIM card on Tuesday, received today. I have downloaded the iD app but it doesn’t  recognise my contact details that I registered on my first ordering the SIM card. 
Help please. Peter 😎


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1716 replies
  • November 22, 2024

@Peter Hemphill -

Looks like you had 3 L’s at the end of your name on the system. I’ve fixed this now, let me know if you’re having success registering. Thanks.


  • Active Contributor
  • 10 replies
  • November 22, 2024

Hi . My email has surname ending in ll followed by numeral 1 with no spaces 

 


  • Active Contributor
  • 10 replies
  • November 22, 2024

No success. The app is still saying details are incorrect 

The one time code sent by text didn't arrive until 90 second timer had elapsed, by which time the code input was rejected 😫


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7745 replies
  • November 23, 2024

Hi ​@Peter Hemphill,

I would advise contacting our Live Chat Team and they can assist you further.

If you still have issues, please get back to us here.

Kash


  • Active Contributor
  • 10 replies
  • November 23, 2024

Hi Kash 

 

It all works brilliantly now. Many thanks for your support. Peter 😎 


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • November 25, 2024

Hi ​@Peter Hemphill 

 

Glad to hear that’s all sorted.

 

Tom


  • Active Contributor
  • 10 replies
  • November 25, 2024

Hi Tom

Yes  the iD app is working fully and my mobile number is now active on iD. Many thanks again for sorting the initial issues.

Peter 😎


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  • iD Mobile Employee
  • 807 replies
  • November 25, 2024

That’s great to hear.

 

Thanks for letting us know ​@Peter Hemphill 

 

Nat 


  • Active Contributor
  • 10 replies
  • November 27, 2024

Hi Kash and all

I have a problem with my new iD sim following my retained number being incorporated.

  • My phone - android- “about” gives my retained number 
  • My iD app shows my retained number 
  • My Phone settings shows the sim as my retained number

Text messages sent on Monday after 12.03 pm when I was I was informed by iD of the confirmation of the switch all used my retained number

BUT any text messages Tuesday and today Wednesday are all sent by the temporary id mobile number sent by iD and this is after iD massaging me that the id original number no longer existed.

 

SO MY PROBLEM IS ….. How can I sort the issue of my retained number and profile etc not showing in my sent messages….. and HOW do I remove all references to the old id number that they say doesn’t exist any more?  

 

Help please

 

Peter 🙏😎


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  • iD Mobile Employee
  • 807 replies
  • November 27, 2024

Thanks for the message ​@Peter Hemphill 

 

Can you please confirm your handset make and model?

 

Nat 


  • Active Contributor
  • 10 replies
  • November 27, 2024

Hi Natalie

i have a Motorola Edge 20 pro phone


Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • 2188 replies
  • November 28, 2024

Hey ​@Peter Hemphill, please try the following:

 

1) Open Messages, go to Settings (top right, Message Settings), open "Chat Features" or "RCS Chats", verify if this is the correct number or not.

2) If it shows the incorrect one, then head to: https://messages.google.com/disable-chat and you should be able to unregister the number. Once done, turn off the Chat Features/RCS and the phone. Wait a few minutes and turn the device back on and re-enable Chat Features/RCS it should let you re-register/update to the correct number.

Alternatively, you can turn Chat Features/RCS off and test SMS after this.

 

Thanks,

Tyler


  • Active Contributor
  • 10 replies
  • November 29, 2024

Hi all

Finally, all is well with iD and my phone. I had a new SIM installed and it all works!!!!

 

Take care all

 

Peter 😎 


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • December 2, 2024

Hi ​@Peter Hemphill 

 

Glad to hear you’re up and running.

 

Tom