topic Re: Setting up eSim is asking for mobile number to verify... but eSim isn't set up y in SIM cards & Porting

Setting up eSim is asking for mobile number to verify... but eSim isn't set up y

charleshking — Tue, 11 Nov 2025 07:51:25 GMT

I've added a family member to my EE account, as a SIM only eSIM to set up in her phone.

I have the confirmation email with her new number.

The instructions say for her to set up an account, so she can download the eSim but the account setup process asks for her mobile number to confirm identity... and the eSim isn't installed yet.

So what am I missing? What is the process for setting up new eSim if you're not the account holder?

Re: Setting up eSim is asking for mobile number to verify... but eSim isn't set up y

Ali_A — Tue, 11 Nov 2025 14:33:50 GMT

HI @charleshking

Only the account holder on the online account will be able to download and set up eSIM to the new phone.
If you’ve ordered an eSIM for a SIM-only plan with us, she can download the eSIM by you logging in to EE, which will already have the new line showing on the online account to select/download the eSIM.

Ali

Re: Setting up eSim is asking for mobile number to verify... but eSim isn't set up y

charleshking — Tue, 11 Nov 2025 20:01:09 GMT

Thank you Ali - that's done the job!

I feel like EE could get that process better - for example as account holder I should be able to generate a QR code to install the eSIM on a family member's phone without having to share my credentials, or access their device.

Anyway, all working now - thank you for your help 🙂

Re: Setting up eSim is asking for mobile number to verify... but eSim isn't set up y

Leanne_T — Wed, 12 Nov 2025 09:27:48 GMT

Morning @charleshking

Thanks for coming back to us with an update to let us know this is now sorted.

Have a great day.

Leanne.