topic Re: struggling to link my new esim to my account in EE app and website

struggling to link my new esim to my account

xuerex6214 — Tue, 04 Feb 2025 13:43:22 GMT

struggling to link my new esim to my account any time i put the code in and confirm that i an the account owner i get this message " Some of the details on your EE ID don’t match those on the account you’re trying to link. to make sure your details are the same as on your bill."

Re: struggling to link my new esim to my account

Alex_H — Tue, 04 Feb 2025 15:44:54 GMT

Hi @xuerex6214,

Welcome to the EE Community

That message you are getting would mean there is a mismatch in the personal details you have used for your EEID and the personal details on your billing account.

In the profile section of your online account make sure your name and date of birth are both entered correctly and for the name formatted the same way it was on your order.

If everything looks correct please give us a call on 150 as one of our guides will need to check for what is causing the issue to help get it resolved.

Alex

Re: struggling to link my new esim to my account

Shannon_X — Fri, 26 Sep 2025 20:49:01 GMT

Hi, I’ve just got the new iPhone 17 pro max

i brought it over online chat and used my phone number and email address

Im putting in the correct details to link my phone to the app but its saying the details aren’t correct:

what do I. Try next

Re: struggling to link my new esim to my account

Christopher_G — Sat, 27 Sep 2025 08:32:27 GMT

Hi @Shannon_X

If all of the details that @Alex_H mentioned above are showing correctly, I recommend speaking with our Customer Support team, so they can look into this further and help get your eSIM connected.

If it's easier for you, you could pop into your nearest EE Store and they'll be able to help you.

Chris