Ordered an eSim sim only, received a sim pack

[StuCare]

Hello,

I ordered an eSim on a sim only plan and today received a sim pack, I’ve not had anything with a qr code, email or post, and I can’t find it anywhere in my account.

Is this normal or has someone made a mistake somewhere?

Stu

[Christopher_G]

Hi @StuCare 

Welcome to the community.

Did you receive a physical SIM instead of an eSIM?

Chris

[StuCare]

Hello @Christopher_G 

Yes, I was told an email would come which hasn’t and yesterday I received a physical sim.

Cheers
Stu

[Chris_B · Accepted solution]

@StuCare   you need a number first before you can activate an eSIM and numbers are on Sim cards not an eSim as they are on devices.    Once you have the sim in the device you can activate the esim in the device via the My EE app.  Open the app and click the person icon top right  then scroll down to settings and permissions and then click activate Sim/eSIM. This will then transfer your number from your EE Sim card onto the eSim in the  device.. 

only use an eSim because you have to not because your device can.