topic Re: eSim ordered online on a sim only plan in SIM cards & Porting

eSim ordered online on a sim only plan

Esztden2704 — Sat, 29 Aug 2026 18:13:42 GMT

I haven't received my confirmation email regarding my order and when I download the app it's not there also. The direct debit has also been created. How can I get my eSim? Do I need to wait for a post to get it or can I actually download it through the app or the supposedly confirmation letter that I should have been received right there and then when I have placed the order?

thank you!

Re: eSim ordered online on a sim only plan

Chris_B — Sat, 29 Aug 2026 18:45:50 GMT

@Esztden2704 Have you checked your spam folder ?

Re: eSim ordered online on a sim only plan

Esztden2704 — Sat, 29 Aug 2026 18:54:35 GMT

Yes nothing at all. Just my direct debit email and the plan email that's it. Nothing with instruction with downloading the esim or even an email that states that it will be send via post.

Re: eSim ordered online on a sim only plan

Debbie_G — Sun, 30 Aug 2026 09:20:14 GMT

Hi @Esztden2704.

Welcome to the community.

If you've received confirmation of the Direct Debit and plan but haven't received any information about the eSIM, I'd recommend getting in touch with our customer support team. They will be able to check the order status and advise further.

Debbie

Re: eSim ordered online on a sim only plan

Esztden2704 — Mon, 31 Aug 2026 10:21:57 GMT

Is there anyway to chat with an agent instead of calling because i'd be on the usually longer than chatting to one? I still haven't received any confirmation about my esim and i don't want to start paying it without even using it.

Re: eSim ordered online on a sim only plan

Schockwave — Mon, 31 Aug 2026 11:47:12 GMT

@Esztden2704 , not unless you are a mobile contract customer, you will find it by clicking on help in the app and then click on talk to us, you will see the messaging app.

If you ring customer service just press option 2 and you should get to talk to someone and also you should find out how long the wait is.

Re: eSim ordered online on a sim only plan

Ali_A — Tue, 01 Sep 2026 15:47:26 GMT

Hi @Esztden2704

SIM only orders are usually completed straight away. If you've not received an email to confirm, it may be worth simply checking your online account to see if it has been accepted and set up.

Once an order has been completed, you'd usually find the eSIM available to download right away in the EE app (if you have selected that as your option when placing the order).
You can find out more how to download this at Download and use an EE eSIM

Ali