topic Re: Setting up eSIM on new phone in SIM cards & Porting

Setting up eSIM on new phone

Jamiehender308 — Sat, 08 Nov 2025 16:50:04 GMT

My phone recently broke due to water damage and I got a new one. It won’t let me activate the eSIM it because I can’t access my old phone to give verification, and on the app when I reactivate my eSIM it says there’s an error and it can’t be activated.

Re: Setting up eSIM on new phone

Katie_B — Sun, 09 Nov 2025 08:10:32 GMT

Good morning @Jamiehender308.

Thanks for coming here.

If you are unable to complete the verification you would need a replacement QR code.

Do you have a local store near by?

Alternatively, I'd recommend giving us a call and speaking with our customer care team.

Katie

Re: Setting up eSIM on new phone

Linda3737 — Wed, 24 Jun 2026 11:28:51 GMT

I have the same problem but a) I cannot find a customer care contact number and b) even if I could, I cannot make calls from my phone because I deleted my esim. I am going round in circles, can you help please?

Re: Setting up eSIM on new phone

ee_user14 — Wed, 24 Jun 2026 11:45:37 GMT

@Linda3737 wrote:
I have the same problem but a) I cannot find a customer care contact number and b) even if I could, I cannot make calls from my phone because I deleted my esim.

Google search for "EE contact us" - https://ee.co.uk/help/contact-ee - 07953 966150

Call from another phone, landline or other mobile.

Re: Setting up eSIM on new phone

Ali_A — Wed, 24 Jun 2026 11:55:53 GMT

Hi @Linda3737

Sorry to hear you no longer have access to your SIM

You'll need to call customer service from a different device, where a member of the team can order a replacement SIM card or eSIM QR code for you. Contact Us | Help & Support - EE

Alternatively, if you're unable to call customer service you can pop into any EE store with photo ID and the guide will issue you a replacement SIM free of charge straight away. EE Store Finder | How to find your nearest EE store | EE

You'd only be able to use the option to order or download an eSIM/QR code online if you have access to your previous SIM, as a security PIN is sent via SMS to it to activate the new one.

You can find out more at How do I swap or get a replacement EE SIM

Ali

Re: Setting up eSIM on new phone

Linda3737 — Thu, 25 Jun 2026 09:36:46 GMT

Hi Ali

I do not have a different calling device, or access to one I'm afraid. And I live an hour away from an EE store and cannot get there until next week. I cannot receive texts or calls. But I can get WhatsApp messages. Would it be possible to have a WhatsApp message with a security PIN instead?

Or it would be SO helpful if I could just speak with someone. This is taking me so long to sort. Thanks

Linda

Re: Setting up eSIM on new phone

Ali_A — Thu, 25 Jun 2026 15:12:38 GMT

@Linda3737

I appreciate the difficulty you'll be facing without a working SIM card. We want to get you up and running as quickly as possible- while we don't provide customer service via WhatsApp, there are many 3rd party VOIP calling service you can download and use on your phone to make a phone call to contact us.

The One-Time codes are sent to the previous SIM directly as a security measure and so the PIN can not be sent via WhatsApp.

Ali