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]

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