Transferring existing number comes up with error | iD Mobile Community
Skip to main content
Answer

Transferring existing number comes up with error

  • July 10, 2025
  • 8 replies
  • 223 views

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
  • 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


  • Author
  • New Contributor
  • July 10, 2025

1 No

2 Yes


  • 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
  • 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


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • 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


  • 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
  • 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. 


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • 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