Esim qr code not received

[Fatimazohramoun]

Hello 

I wanted to tresfer my physical sim card into an esim but now my old sim is disactivated and still don't have the qr code so I can activate my esim could you help me with that. And can't call because my sim is not working.

Thank you

[Michael_D · Accepted solution]

Hi @Fatimazohramoun 

Thanks for coming to the community.

If your old SIM is deactivated now, you'd not be able to proceed with activating the SIM online, as it would need the existing SIM to be active to receive a security PIN.

If you have an EE store nearby, and you are the account holder, you can pop in with some photo ID (either a passport or driving licence) and they can activate the eSIM for you.

Alternatively, if you have access to another phone, you can give our customer service guides a call, and they can help you.

Michael

[Syedabatool]

Hi, I ordered an EE eSIM plan and received the order confirmation email with my order reference, but I still haven’t received the QR code or any activation email for the eSIM.

I checked my spam/junk folder and also checked my iPhone settings for an “Install eSIM” prompt, but nothing has appeared yet.

Has anyone else had this happen? How long does EE usually take to send the eSIM activation details?

Thanks.

[Leanne_T]

Hi there @Syedabatool 

Thanks for coming to the community. 

Can you download the EE app, does the eSIM show if you follow the steps in the Downloading and using an EE eSIM page? 

If not, how long ago did you place the order? 

Thanks 🙂

Leanne.

[Syedabatool]

I ordered the eSIM 13 hours ago, when I go on the downloading and using an EE eSIM page, it asking me for my EE number which I don’t know now yet, so I don’t know what happening

[Syedabatool]

Hi Leanne,

It has now been around 13 hours since I placed the order and I still haven’t received any QR code, activation email, or eSIM setup prompt on my iPhone.

I also checked the EE app and my account still doesn’t show the mobile plan or eSIM.

Could you please check if the eSIM activation is stuck or resend the QR code manually?

Thanks.

[Leanne_T]

Hi @Syedabatool 

Thanks for coming back to me. 

We have no account access on the community to check the order and make sure this has been processed. 

If this isn't showing in your EE account, please give us a call and our guides will be happy to check this for you and help with the eSIM. 

Thanks 🙂

Leanne.