topic Re: Activate eSIM in SIM cards & Porting

Activate eSIM

KB777 — Thu, 21 Aug 2025 11:10:31 GMT

I've had a replacement device from the insurance. It's a Google Pixel 9 Pro Fold. I need to activate my eSIMS. The app wants to send a code to my old device to activate the new eSIM. I can't call 150 as there's no signal. I can't call EE as I have no other phone. Why isn't there any Live chat? What can I do?

Re: Activate eSIM

Schockwave — Thu, 21 Aug 2025 13:16:23 GMT

Hello @KB777 ,

Welcome to the community,

Live chat is only for contract customers, which you can find via the EE app by clicking on help, but if on pay as you go, you will not get it.

Re: Activate eSIM

KB777 — Thu, 21 Aug 2025 13:41:02 GMT

I am a pay monthly customer. The option for live chat isn't available.

Re: Activate eSIM

Schockwave — Thu, 21 Aug 2025 13:46:56 GMT

Hello @KB777 ,

Welcome to the community,

Have you made sure that you have the latest app? It should be available, as I did not have it for months, but with the latest app, it is now there, you should have the message us to click on.

Re: Activate eSIM

Ali_A — Thu, 21 Aug 2025 18:03:38 GMT

Hi @KB777

It's not possible to activate a downloaded eSIM on your device if you don't have the previous SIM card available.

You can contact customer service where a member of the team can order a replacement SIM/eSIM for you in the post.
Contact Us | Help & Support - EE or EE app for Live Chat services. As @Schockwave mentioned, please have the latest version of the EE app installed on your device.

Alternatively, you can pop into any EE store with photo ID and the store guide can issue you a replacement SIM card/eSIM free of charge straight away.
EE Store Finder | How to find your nearest EE store | EE

Ali