Lost/Damaged Phone - Girlfriend abroad in Spain need to get hold of an EE eSim

[borse20081]

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So been on the phone whilst in Spain to try and get EE to authorise an esim for my girlfriends number the person i spoke to didnt know how to do it and the services were down.

She said the only other way you have to go back to the UK to go into a store to sort?

Looking for someone to advise can she add me as an authourised contact and go from there and i can make changes in store on her behalf as im the UK?

[Alex_M · Accepted solution]

Hi @borse20081

So, your girlfriend is in Spain and needs a new sim? Unfortunately she won’t be able to do anything until her phone returns to the UK. The sim needs to be activated on the EE UK network before it is used for roaming.

This is the reason that eSIMs should be avoided unless absolutely necessary. If your phone needs resetting or the sim gets deleted for some reason, it is out of action until a new one can be obtained (and you need to be in the UK for that).

I’d suggest she gets a temporary sim abroad for a local carrier and uses that until she returns to the UK. Or, get her to order a new physical sim, activate it in your phone and ship it to her.

Thanks,
Alex