Can't activate eSim

[_MrR_]

Hi there,

Had this problem a few weeks ago with a friend but fixed it by going to the EE store. 

Now same issue for my parents, put a new EE sim in the phone and then created an eSim via the app. 

Downloads fine, but then when sending the text with a activation code. It arrives but isn't accepted. 

Anyone else had this / know how to fix?

[JordanTA]

Hi there

Just for anyone new visiting this thread with a slightly different eSIM problem, then please make sure you visit our dedicated eSIM page. 

Set up and use an eSIM | Mobile Help | EE

[Holiam2024]

Same problem for the second time - this time I lost my phone, got. new one yesterday try to activate it all day but wants to send the verification to your old number which you no longer have access to - this is not rocket science.

Vodafone was way better a dealing with this, then send you a QR code in a PDF document password protected but your DOB - 2 minutes later you are online.

EE - your product are good when they work, but trying to get to speak to someone when then don't is crazy.  How many time I call up with a PAYG EE sim on 150 to be told just press 1 and one of our team will get back in touch with you within 15 minutes - 15 days more like.

I got full fibre broadband and mobile - and now thinking I should have stayed a vodafone

[Leanne_T]

Hi there @Holiam2024 

I am sorry you have lost the phone and need a new eSIM. 

If you get in touch with our mobile guides by calling 150 and selecting option 2 to speak to a guide, or pop into an EE Store with photo ID the team will help you with a replacement eSIM. 

Thanks 🙂

Leanne.

[Carlsthebest]

And today 1 may 2025 thaw same problem still exists.  Ee have just sent me a message to replace my sim with a psim or esim, I chose esim for speed.  Go through all the processes tells me to use ee app and fails to activate.  3 years later and they have not fixed this issue.  This is leading me to wander away from ee.  The app has always had errors never gets account info properly.  They should erase and start a new app without the old outdated code.  The problem with all these companies is they add and add to apps but never fix the issues it has .  This is just as bad as the routers for broadband not connecting to the app. I cannot activate my ee scam guard same thing errors on activation.  Yet we still have to pay for stuff we can not use.  Sends us to third party website Norton and oops we are experiencing difficulties at the moment please try again later.  Ever single day.  I am soon fed up having to phone 150 to sort everything it is beyond a joke.

[mdsharpe84]

22nd May 2025 and the problem still exists. Can confirm activating via website is the fix. Incredible.

[Privacy_matters]

Today's the 2nd of June 2025 and I decided to join EE, I requested a SIM card preferably an eSIM which I was told would be sent through to me and that I could download from the app, I received a new phone number and the receipt from EE telling me the new number I logged into the app but the number in but was unable to register the code that I was sent via email in order to activate the SIM. It just kept telling me it was the wrong code. I spent 10 minutes on the phone with an agent who was also unable to solve the problem so I cancelled the account.Unbelievable amount of rubbish to try and get an eSIM every other network sent you through the QR code with the receipt from the network and the activation code is also included within the email. I guess it's no surprise that I immediately cancelled the account.

New customer lost.

Great work Devs !