Your plan or policy number will always be in the following format: 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers.
For example: B1C1234567
If the plan or policy number you have entered matches your documentation but is still not recognised, there are a few things you can try:
Make sure the address you've provided matches exactly with the address on your plan/policy (including any spaces in your postcode).
Check the letters and numbers are correct – the numbers 0, 1, and 5 can be mistaken for the letters O, l (lowercase L), I (capital i), and S.
If your plan or policy number starts with an ‘A’, try leaving it out.