topic Re: eSIM verification code issues in SIM cards & Porting

eSIM verification code issues

bilal29 — Sat, 10 Feb 2024 15:43:39 GMT

So, i’ve recently had my number ported over from a PAYG to a Contract Sim, which has happened. The contract eSIM then dropped service, as expected, so I when to the EE app and requested a new eSIM to add onto my phone. I followed the steps, and the iphone prompt said “eSIM Activated” but in settings the number was a bunch of 0000000 and I had 0 service. Also, EE had prompted me to activate the sim, with a text message. That is not possible as I have 0 service, and no physical sim.

Anyone else experiencing this???

Re: eSIM verification code issues

Chris_B — Sat, 10 Feb 2024 18:23:15 GMT

@bilal29 To activate the esim you need a working sim to receive the code to authenticate the request to change to a eSim.

When you change from PAYG to a sim only contract your sim should have still of been working but as a sim only contact that’s when you request to change to a esim. You should have never lost connection with the EE network as you stated.

Re: eSIM verification code issues

bilal29 — Mon, 12 Feb 2024 10:17:39 GMT

So you need a working sim to request an eSIM… ? Why is there an option to request a replacement eSIM when you lose your physical one.

Anyways, the issue was resolved by calling 150 and transferring to the technical support team. They were able to bypass the verification code, allowing for my sim to activate.

If you’re experiencing this issue, just drop them a call, and they give you a step by step guide on how to fix it.

Re: eSIM verification code issues

Leanne_T — Mon, 12 Feb 2024 11:50:11 GMT

Thanks for coming back and sharing your experience @bilal29

To activate a SIM or download an eSIM through the EE app or online, you would need a PIN to confirm you have requested this.

Leanne.

Re: eSIM verification code issues

stevewal — Mon, 08 Apr 2024 21:53:19 GMT

I am new to EE and ordered a new plan with e-sim. I have tried to log in online and on the app and it wants to send me a text message to get my e-sim. How can I receive a text message BEFORE I have an e-sim ?

Re: eSIM verification code issues

Christopher_G — Tue, 09 Apr 2024 06:36:20 GMT

Hi @stevewal

Welcome to the community.

When did you order your plan? Have you received a QR code through the post?

Chris

Re: eSIM verification code issues

stevewal — Tue, 09 Apr 2024 09:26:09 GMT

Thanks for the prompt response. No QR code. Just a message saying this

I tried watching the video and logged into the app but then when I tried to continue it wanted to send me a text ...

I even tried re-registering with a different email address

Like I say there is obviously a gap here. From other posts it looks like I am going to have to phone customer services to get this sorted or raise a complaint as no other method I can find. Not a great first experience with EE.

Re: eSIM verification code issues

stevewal — Tue, 09 Apr 2024 10:36:12 GMT

BTW In answer to your other question I ordered last week and got the emails saying the order was on the way and my direct debit details. Still nothing further today.

Re: eSIM verification code issues

Leanne_T — Tue, 09 Apr 2024 11:32:33 GMT

Hi @stevewal

Thanks for coming back to us.

Please give us a call and our mobile guides will certainly get this looked into for you.

Our Contact EE page has contact details for getting in touch.

Leanne.

Re: eSIM verification code issues

stevewal — Tue, 09 Apr 2024 14:52:33 GMT

Hi. I have called. Spoke to the technical team. The conclusion is still there is no way round this and I shouldn’t have been allowed to order an e-sim without a phone as a new customer as they cannot email QR codes. Have to be sent by post to new customers who obviously have no active sim to receive SMS verification codes and therefore no way of downloading.

so now I wait until tomorrow to see if this arrives in the post. How have

1. such a large organisation allowed this to happen in the first place and

2. not given their technical team access to resolve this instantly over the phone.

EE really need to take a look at this.

Re: eSIM verification code issues

bilal29 — Tue, 09 Apr 2024 15:48:20 GMT

Hello,

Not a verified EE support member but i have a fix you could attempt.

Ring EE, request a physical sim, I understand this may not be viable for all, however it would resolve the issue your having now.

Once you have got your physical sim, you can have it swapped out for a eSIM via the EE app. I’ve had a similar issue to you regarding issues with verification, however mine required a code to activate the eSIM, whereas yours is to access the account.

Hope this helps!

Re: eSIM verification code issues

stevewal — Tue, 09 Apr 2024 20:29:39 GMT

I think after reading other posts and speaking to them I would prefer the option of the QR code4 in the post as it seems that P2E is not a great experience either. If I need to wait for the post tomorrow, scan a QR code and not then go through this twice for sure I'll take that. I will come back and update if receiving the QR code by snail mail works or not.

Just for context I should have said I work for a very large solutions supplier in a 3rd line role. Vodafone were having this issue with e-sims last year but they resolved quite easily with QR codes by email (albeit with the right push). Instant. Issue resolved in less than 30 minutes. Here I'm faced with a company that seem incapable of doing this in a obvious way. When I HAVE to speak to technical teams professionally I expect a better service offering.

I would point out that the EE Technical team helped me as much as possible although if I wasn't aware technically I would have accepted the first option offered that I knew would not work and tomorrow I would still have to phone back and go through the technical team yet again.

I repeat - a terrible first experience as a new customer.

Re: eSIM verification code issues

stevewal — Fri, 26 Apr 2024 20:19:15 GMT

So I finally got connected but with NO help from the Technical team. Thought I would come back and post the update for the benefit of others now I actually have some time.

Unsurprisingly the e-Sim did not arrive in the post the following day or the day after. In fact it was nearly a week and I couldn't wait so by the time it arrived I had already visited the Richmond store to get a physical sim. First thing they did was phone customer services. Went round the houses again exactly as I had done on the phone calls myself before they finally realised after over half an hour that the Technical team did not know how to fix this. Next snag - their new store system (Excalibur) was down and they were told not to use it (and thus issue a Physical sim). So struggling just to get a sim from them. Really ?

After a good bit of perseverance they eventually came out with a connected physical sim by using the usual sim swap system and saved me yet another call to the very poorly trained technical team. Thank heavens because I was losing the will to live although the wife was very impressed with my patience so every cloud eh.

God knows how people who don't know what they are doing get anything out of EE.

I am still toying with the idea of writing it up as well as here.

Why can't EE just email out e-Sims like the other networks and MVNO's ?

Terrible experience as a new customer to EE.

Be warned new EE customers be warned.

Re: eSIM verification code issues

Delsounds — Sun, 09 Jun 2024 20:57:16 GMT

same issue very poor

Re: eSIM verification code issues

Leanne_T — Mon, 10 Jun 2024 06:56:12 GMT

Morning @Delsounds

Have you ordered a replacement eSIM and unable to receive OTP to activate the eSIM?

Leanne 🙂

Re: eSIM verification code issues

adsfa — Tue, 24 Sep 2024 13:34:58 GMT

using sms for validation for new esim is rather dump flow , ee had unreliable esim transfer service , thus fail to activate the new one , but it do deactivate the old esim , since SMS non receivable, it will not able get esim again ,

EE should offer receive by email to get the pin code

Re: eSIM verification code issues

davidthornton — Tue, 22 Jul 2025 21:55:30 GMT

@adsfa wrote:
using sms for validation for new esim is rather dump flow , ee had unreliable esim transfer service , thus fail to activate the new one , but it do deactivate the old esim , since SMS non receivable, it will not able get esim again ,

EE should offer receive by email to get the pin code

I realise this is a thread from last year but I concur with you, despite understanding EE presumed justification for adding the sms validation step.

Naturally, I would imagine EE want to be as sure as possible that the requestor of the eSIM is the true user of the number. EE have decided to presume this by assuming that a person with access to SMS receivable at a number registered to an existing physical SIM or eSIM is a legitimate requestor. EE request SMS validation regardless of whether it is a conversion to eSIM from a physical SIM or a transfer of eSIM from another device.

A known problem with this is if one tries to make use of the transfer an eSIM via iCloud facilities, as you have explained, the SMS validation is requested by EE after the outgoing eSIM is deactivated in iOS preventing receipt of the SMS for validation of the new eSIM. Unfortunately there's no mention of this requirement beforehand so a user can invalidate an existing eSIM without being able to create a new eSIM.

Doing the task in the EE app may prevent the above but not every user will be aware, not least because finding where to do it in the EE app might not be straight forward.

Some operators validate using technology such as FaceTec within their iOS app and require the use of their iOS app to do make a new eSIM. I recently created a new eSIM on an iPad Mini A17 which doesn't have a physical SIM slot. I used the appropriate operator app, scanned my face using the inbuilt FaceTec within the operator app and the new eSIM was created. This then caused the old physical SIM previously associated with the telephone number to deactivate, What these providers don't require is the user needing to have access to a previous SIM or eSIM for SMS validation because it's no good if the user has lost that SIM or eSIM.

Would it be possible for EE to implement FaceTec within their operator iOS app and get rid of the SMS validation requirement? I don't want to have to call EE to be able to create a replacement eSIM if I have a new device and have lost the previous devices, especially if I am not in the UK and the call will go into many minutes.

Re: eSIM verification code issues

davidthornton — Thu, 04 Sep 2025 14:44:38 GMT

I wrote the above message on 22-07-2025. Today is 04-09-2025 and there's been no reply.

Today I successfully made use of the EE iOS app to download a replacement eSIM in order to effect the transfer of an EE mobile line from one telephone device to another telephone device. Initially the EE iOS app asked me to verify identify; firstly by scanning a document from a choice of passport and driving licence, then secondly by scanning my face. This was all achieved using the phone camera and within the EE iOS app. No SMS needed to be sent to the old / loosing device, which is great because it could be the case that this device was either lost or damaged beyond use. I am very pleased with this because it should permit the task to be performed anywhere in the world if one has either of the required documents, without needing to receive a QR code by post at the billing address.

Re: eSIM verification code issues

Christopher_G — Thu, 04 Sep 2025 16:19:09 GMT

Hi @davidthornton

I'm sorry that your previous post didn't receive a reply. We have a lot of experts from within the company who monitor these forums, and we pass on feedback to them too.

I'm gad to hear that you're happy with the way your SIM swap went today. Thanks for coming back to let us know.

Chris

Re: eSIM verification code issues

davidthornton — Thu, 04 Sep 2025 22:14:32 GMT

Thank you for your reply. It might be useful if my experience was documented, assuming it hasn't already been, because until I tried today I was expecting the previous process which mandate that an sms was sent to the former / loosing device before a new eSIM could be downloaded. 🙂