How do you replace your esim using the ee app

[JayBurgess]

hello,

Now this probably has been asked before but I have deleted my ee esim card off my phone and I saw some where that you can reactivate it using the "ee" app or is it done through the website or automatically generated and sent via email?

Thank You.

James

[Chris_B]

@JayBurgess  You’ll need to call customer support as you can not verify who you are online or via the app. 

[Pezah82]

That’s great, but without the sim can’t make calls, also can’t receive the code to prove who you are. No matter how many times you tell them! Absolutly the worst company in the world for trying to get through t them, trying to talk to them, trying to sort anything out with them! 

[Rach_H]

Hi @JayBurgess,

Welcome to the Community!

Do you have a current physical SIM, or had you deleted your eSIM without having a replacement SIM?

Rach

[JayBurgess]

I have removed my esim by accident and I need to replace it 

[Rach_H]

If you do not have an active physical SIM then you will not be able to reactivate this on your online account or app @JayBurgess, so the best option would be to give our team a call or pop into your local store with some photo ID.

Rach

[JayBurgess]

I had an active eSIM which I accidentally removed.

[Ali_A]

We don't usually keep a copy of the eSIM QR code once it has been installed @JayBurgess, though you can check in your online account profile to see if it is still there. 

Although the eSIM may still be active, we're unable to re-issue the QR code for it. You'd need to order a replacement SIM/eSIM. You can do this by either calling customer service from a different phone to have one sent in the post, or popping into any EE store with photo ID who can issue you a new eSIM straight away, as @Rach_H mentioned.

It's not possible to order a new eSIM online as you'll need the existing one to be working and active in your device in order to complete the security verification. 

Ali 

[JayBurgess · Accepted solution]

Okay so after popping in store you can request for a new qr code for your eSIM by going into your profile while on the app, then go to settings and permissions from there go into manage settings, select sim/eSim (2nd one down) and then replace my SIM/eSIM and select eSIM as a physical sim EE charge for them. You’ll need to verify yourself and once there the eSIM will download to your phone.