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Cant download eSim

Caljames96
Explorer

‎21-05-2024 12:03 PM

Hello,

I purchased an eSim for my Fiancé and followed the instructions in the confirmation email, however I'm unable to download it.

When I log into EE and go to manage mobile, as soon as I select the new number it just disappears and leaves me with no options and just shows all the info for my number

0 Helpful
3 REPLIES 3
Christopher_G
EE Community Support Team

‎21-05-2024 02:14 PM

Hi @Caljames96 

Welcome to the community.

Could you give it a try on another device or browser for me please? Does it work any better?

Chris

Caljames96
Explorer
In response to Christopher_G

‎21-05-2024 02:21 PM

Tried on S21 Ultra and S23 Ultra, no difference. Tried different browsers too.

Can't access anything related to the new eSim

0 Helpful
Christopher_G
EE Community Support Team
In response to Caljames96

‎21-05-2024 02:31 PM

OK, thanks for trying, @Caljames96 

I'm sorry that you're having problems with the downloading it. If the account holder speaks with our Mobile Care team, or goes into an EE Store with their photo ID, we'll be able to replace with an eSIM for you.

Chris