I cannot download eSIM

[boujari]

I changed my iPhone and got a new one.

I deleted the eSIM on my old phone, and now I cannot download through the EE website. It just says there's troubleshooting.

[Chris_B]

@boujari  If you went from iPhone to iPhone why didn’t you when setting up the new iPhone use the transfer eSIM option as you are shown the option when setting up the new iPhone.  You literally have to use that screen upon setting it up,    You now need to request a replacement eSIM and you can do this by calling customer support,   You can’t do it via your account as you can not receive a verification text message as you have no network connection.   

[boujari]

I returned my iphone to get a replacement.

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12/01/25, 05:49:45 PM

[Rach_H · Accepted solution]

Hi @boujari,

Welcome to the Community!

I'm sorry to hear about the trouble you're having transferring your eSIM. If you still struggle to do this then I'd recommend reaching out to our team, and they will be able to take a look into why this is happening, and help you get this sorted.

Rach