"your details do not match our records" on registration.

Forum|Forum|16 days ago
August 26, 2026
2 replies
37 views

Hi, I got a new SIM card from ID Mobile, and transfer my number from old EE.
However I cannot register an account (on mobile app or website), as it says "your details do not match our records".
It seems like my new card is activated and working, and the number has transferred across successfully.

I see a few posts regarding this, and tried to private message staff, but new users are not allowed to do that, and recommends I start a topic here 😅
I think it's still using original ID number for my account data, so I cannot register, I need this updating to the actual number In use.

I have tried live chat, but only get the bot, which gets stuck in a loop of:

Did my answer help?

You said: No

iD Mobile Chatbot said: I'm sorry to hear that. Please reword your message and I will try my best to help.

J

JesusLuvsYoohAuthor

New Contributor

Edit, it works now, and has let me register!

Z

Zubair H

iD Mobile Employee

Hi @JesusLuvsYooh,

Thank you so much for reaching out with your question, I'm sorry to hear you're having issues with your mobile number. Please follow the steps below for your device:

Android handsets should try these steps:
Open Settings
Tap General Management
Select Reset
Tap Reset network settings

iPhone handsets should try these steps:
Go to Settings > Phone > My Number
Delete the old number and enter the new one
Tap Save

Then refresh iMessage:

Go to Settings > Messages
Turn iMessage OFF
Go to Settings > General > Reset
Tap Reset Network Settings
Wait for your iPhone to restart
Go back to Settings > Messages
Turn iMessage ON again

Your iPhone should then recognise the new SIM and verify your mobile number. If the issue persists, please let us know.

Regards,

Zubair

ID Mobile Social Media Team

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