Setting up eSIM on new phone

[Jamiehender308]

My phone recently broke due to water damage and I got a new one. It won’t let me activate the eSIM it because I can’t access my old phone to give verification, and on the app when I reactivate my eSIM it says there’s an error and it can’t be activated.

[Katie_B · Accepted solution]

Good morning @Jamiehender308. 

Thanks for coming here. 

If you are unable to complete the verification you would need a replacement QR code. 

Do you have a local store near by?

Alternatively, I'd recommend giving us a call and speaking with our customer care team.

Katie

[Linda3737]

I have the same problem but a) I cannot find a customer care contact number and b) even if I could, I cannot make calls from my phone because I deleted my esim. I am going round in circles, can you help please? 

[ee_user14]

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@Linda3737 wrote:

I have the same problem but a) I cannot find a customer care contact number and b) even if I could, I cannot make calls from my phone because I deleted my esim.

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Google search for "EE contact us" - https://ee.co.uk/help/contact-ee - 07953 966150

Call from another phone, landline or other mobile.

[Ali_A]

Hi @Linda3737 

Sorry to hear you no longer have access to your SIM 

You'll need to call customer service from a different device, where a member of the team can order a replacement SIM card or eSIM QR code for you. Contact Us | Help & Support - EE 

Alternatively, if you're unable to call customer service you can pop into any EE store with photo ID and the guide will issue you a replacement SIM free of charge straight away. EE Store Finder | How to find your nearest EE store | EE

You'd only be able to use the option to order or download an eSIM/QR code online if you have access to your previous SIM, as a security PIN is sent via SMS to it to activate the new one. 

You can find out more at How do I swap or get a replacement EE SIM

Ali 

[Linda3737]

Hi Ali

I do not have a different calling device, or access to one I'm afraid.  And I live an hour away from an EE store and cannot get there until next week.  I cannot receive texts or calls. But I can get WhatsApp messages. Would it be possible to have a WhatsApp message with a security PIN instead? 

Or it would be SO helpful if I could just speak with someone. This is taking me so long to sort. Thanks

Linda

[Ali_A]

@Linda3737 

I appreciate the difficulty you'll be facing without a working SIM card. We want to get you up and running as quickly as possible- while we don't provide customer service via WhatsApp, there are many 3rd party VOIP calling service you can download and use on your phone to make a phone call to contact us. 

The One-Time codes are sent to the previous SIM directly as a security measure and so the PIN can not be sent via WhatsApp. 

Ali