SIM card/eSIM not received

[lewisc9]

Hi,

I’ve placed an order for a SIM card. But I never got it. It was sent twice, and haven’t received any of them. 
If I order a replacement eSIM, I get asked for a code sent to my phone number, which obviously I don’t have. Is there a way to bypass this please?Otherwise can I just have my order cancelled please? I’m not in the UK at the moment so I can’t go to a shop.

Lewis.

[Alex_H · Accepted solution]

Hi @lewisc9,

Welcome to the EE Community 

I am sorry to hear you have had an issue with receiving a SIM to your address. Without having a working SIM currently, it wont be possible to activate an eSIM via your online account unfortunately. If you are out of the UK an eSIM would not work anyway as SIMs have to be used on the UK network before working abroad. 

I am not sure how long you are out of the UK, but when back you can pick up a SIM from an EE store as you mentioned. But in terms of cancellation if your order is within the past 14 days you can request cancellation via the form here Return request form | Help | EE

Alex