topic Cant download eSim in SIM cards & Porting

Cant download eSim

Caljames96 — Tue, 21 May 2024 11:03:16 GMT

Hello,

I purchased an eSim for my Fiancé and followed the instructions in the confirmation email, however I'm unable to download it.

When I log into EE and go to manage mobile, as soon as I select the new number it just disappears and leaves me with no options and just shows all the info for my number

Re: Cant download eSim

Christopher_G — Tue, 21 May 2024 13:14:20 GMT

Hi @Caljames96

Welcome to the community.

Could you give it a try on another device or browser for me please? Does it work any better?

Chris

Re: Cant download eSim

Caljames96 — Tue, 21 May 2024 13:21:31 GMT

Tried on S21 Ultra and S23 Ultra, no difference. Tried different browsers too.

Can't access anything related to the new eSim

Re: Cant download eSim

Christopher_G — Tue, 21 May 2024 13:31:32 GMT

OK, thanks for trying, @Caljames96

I'm sorry that you're having problems with the downloading it. If the account holder speaks with our Mobile Care team, or goes into an EE Store with their photo ID, we'll be able to replace with an eSIM for you.

Chris