topic Cannot order new phone - verification code is being sent to broken device in Orders

Cannot order new phone - verification code is being sent to broken device

joestinks — Thu, 27 Nov 2025 18:59:40 GMT

My iPhone 14 plus broke on Tuesday, I tried fixes but nothing worked so I figured I might as well treat myself to an iPhone Air... Problem is in order to actually order one I need to input a verification code to prove it's me that is obviously being sent to my BROKEN device.

Kinda' irrelevant but I also cannot access online banking because of the same security measures, with no option to get it sent to literally ANYTHING else... I have no idea what to do and actually all this extra security bs we have to do now is totally over the top and backward.

TLDR is there any way I can access my messages without using my phone?

Re: Cannot order new phone - verification code is being sent to broken device

Gareth43 — Thu, 27 Nov 2025 19:04:38 GMT

Is there any way you could put you’re SIM card in a family members phone or friends phone to retrieve the code and so on? Other option is maybe ring up and order that way.

Re: Cannot order new phone - verification code is being sent to broken device

joestinks — Thu, 27 Nov 2025 19:16:41 GMT

i literally only have eSim so maybe if i an swap that to someone's phone? is that possible idk how they actually work?

Re: Cannot order new phone - verification code is being sent to broken device

bristolian — Fri, 28 Nov 2025 08:11:15 GMT

@joestinks wrote:
i literally only have eSim so maybe if i an swap that to someone's phone? is that possible idk how they actually work?

Unfortunately, the very definition of an "embedded SIM" is that it's part of the phone and thus cannot be physically swapped in the same way a "physical SIM" can be.

Thus the answer to your question is that no, you cannot access your text messages without access to your mobile number. That requires a current working SIM.

You could order a replacement physical SIM that's either posted to your billing address or obtained face-to-face in an EE retail store. That physical SIM can be put in a phone of your choice, until such time as you take delivery of your new phone which requires eSIM and you transfer back.

Your issue is not so much that current security is "over the top & backward" as that "newer is not always better".

Re: Cannot order new phone - verification code is being sent to broken device

Peter_W — Fri, 28 Nov 2025 08:16:26 GMT

Welcome to the Community, @joestinks 😊

In order to swap to a new eSIM this would also require a security PIN to be sent to your previous one, so your best bet here may be to visit one of our retail stores.

Provided you have a valid passport or UK driving licence, you can get a free SIM replacement right away, and could look at ordering your new phone here, too.

You can also give our team a call from another handset and order over the phone, but I'd recommend requesting a replacement SIM via post too, as you will need to be able to receive a code from DPD as part of the delivery.

Peter