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Transferring existing number comes up with error

  • July 10, 2025
  • 8 replies
  • 288 views
J
New Contributor

I have just signed up to id mobile for a Sim only deal and selected the esim option which all came through and has activated with a new number

I have tried to go through the switching process with my pac number to transfer my existing number but it comes up with the following error

 

We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again.

If you have already used this PAC code and submitted it when purchasing a handset or SIM, don't worry - your switch is underway. We'll send you a text as soon as your number has been transferred to us.

I have definitely entered the correct information and didn’t do any of this when I was purchasing the esim so if anyone can help that would be great

Thanks

Best answer by andewhite

I have just checked the welcome email and it has an order reference but it begins with a 1. Is that the right number as there is no other number beginning with 4 on that email

Whereabouts did you purchase your iD Mobile airtime contract, ​@Jaynewoan? 

Transaction numbers, which don’t start with a “4”, can’t be used on the iD website - you’ll need to use the iD online web chat to submit your PAC.

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

The advisers work until 8pm on weekdays - the chatbot works 24/7. 

    8 replies

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • July 10, 2025

    Hey there ​@Jaynewoan, sorry to hear that.

     

    Just to confirm two things:

     

    1. Did you enter your PAC details already at checkout at all?
    2. Are you using the transaction code beginning with a 4?

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    J
    New Contributor
    • Jaynewoan
    • Author
    • New Contributor
    • July 10, 2025

    1 No

    2 Yes

    J
    New Contributor
    • Jaynewoan
    • Author
    • New Contributor
    • July 10, 2025

    Sorry 2 should be No also the tranaction number begins with a 1

    I will recheck later

      Tyler C
      iD Mobile Employee
      Forum|alt.badge.img+24
      • Tyler C
      • iD Mobile Employee
      • July 10, 2025

      Hey there ​@Jaynewoan, sorry to hear that. Have you tried via different browsers and via a different device?

       

      Thanks,

      Tyler

      Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      Tyler C
      iD Mobile Employee
      Forum|alt.badge.img+24
      • Tyler C
      • iD Mobile Employee
      • July 10, 2025

      Hey there ​@Jaynewoan ah okay, the transaction code needs to be the one beginning with “4” from your “Welcome to iD” email.

       

      Thanks,

      Tyler

      Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      J
      New Contributor
      • Jaynewoan
      • Author
      • New Contributor
      • July 10, 2025

      I have just checked the welcome email and it has an order reference but it begins with a 1. Is that the right number as there is no other number beginning with 4 on that email

      andewhite
      Platinum 
Contributor
      Forum|alt.badge.img+26
      • andewhite
      • Platinum 
Contributor
      • Answer
      • July 10, 2025

      I have just checked the welcome email and it has an order reference but it begins with a 1. Is that the right number as there is no other number beginning with 4 on that email

      Whereabouts did you purchase your iD Mobile airtime contract, ​@Jaynewoan? 

      Transaction numbers, which don’t start with a “4”, can’t be used on the iD website - you’ll need to use the iD online web chat to submit your PAC.

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

      The advisers work until 8pm on weekdays - the chatbot works 24/7. 

      Forum member (non-iD).
        Tyler C
        iD Mobile Employee
        Forum|alt.badge.img+24
        • Tyler C
        • iD Mobile Employee
        • July 10, 2025

        Hey there ​@Jaynewoan, we hope the kind advice from ​@andewhite has been able to help.

         

        Please let us know if any further questions.

         

        Thanks,

        Tyler

        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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