Esim

[SB1501]

I am writing to request assistance with transferring my existing eSIM to my new iPhone 17. I did the Apple Quick setup with my old iPhone 13.  When attempting to activate the eSIM on the new device, I receive an error message stating that a QR code provided by EE is required in order to complete the activation.

Unfortunately, I am currently staying in Germany for an extended period and do not have access to a local EE store where I could obtain the QR code in person.

Could s.o.  please help provide the necessary QR code via email, or advise me on how I can complete the eSIM transfer remotely? Thank you very much for your assistance. I look forward to your prompt support.

Seb

[Chris_B · Accepted solution]

@SB1501  This isn’t customer support so you’ll not be sent a QR via a email from here.   You need to call customer support about that.

  It’s also not recommended to do an eSIM swap when out of the UK for this very reason.   There’s no guarantee it’ll work.    If your old device is still working with a working connection it’s best to wait till you’re back in the UK as you could just end up with no working connection at all.  

[SB1501]

Thank you for your reply and for your advice. However, I would like to ask whether there is any alternative way to provide the required data or QR code through my online account or ? . I understand the usual security procedures and the potential difficulties involved, but waiting until I am back Uk is unfortunately not an option for me. As I am currently staying in Germany for a longer period, visiting an EE store in person is not possible.I would greatly appreciate it if s.o could offer a remote solution so that I can activate my eSIM on my new device. I’m surely not the only person which is traveling and staying abroad.

Thank you very much for your assistance.

[Chris_B]

@SB1501  There is no other option unfortunately.  

[Annsheaia]

I’ve got the same problem now. 

[Annsheaia]

But when i try to call 150 it’s only giving me option to top up och use a voucher.. why is that? Need to speak to a customer service agent. 

[Katie_J]

Hi @Annsheaia. 

Thanks for coming here. 

Are you trying to activate a pay as you go SIM? 

Speak soon, 

Katie

[liuyi_]

Having the same issue here - overseas and wanted to transfer my esim to my new iphone, not able to complete it myself, no option in the app to order esim replacement, no live chat support available, called 150 no right option to connect with an agent. Will have to trade in my old phone soon don't know what else I can do...

[Christopher_G]

Hi @liuyi_ 

Welcome to the community. I'm sorry to hear that you're in this difficult position.

If you still have access to the old iPhone, see if iPhone eSIM Transfer is offered during setup on the new device.

If that option, and downloading through the app isn't available, you'll need to contact our customer support team directly for a replacement eSIM. All of our contact information, including an international number, is on our contact us page. A point worth noting is that we can't guarantee that SIM registrations done when outside of the UK will complete fully.

I hope you manage to get sorted.

Chris