Hello @Kirstylauren08 ,
Welcome to the community,
If you are a new customer, then you will first need the physical SIM card, but you can only have the ESim if on contract, not on pay as you go.
Sim cards are sent out via second class post.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
