Setting up eSim is asking for mobile number to verify... but eSim isn't set up y

[charleshking]

I've added a family member to my EE account, as a SIM only eSIM to set up in her phone.   

I have the confirmation email with her new number. 

The instructions say for her to set up an account, so she can download the eSim but the account setup process asks for her mobile number to confirm identity... and the eSim isn't installed yet. 

So what am I missing?  What is the process for setting up  new eSim if you're not the account holder?

[Ali_A · Accepted solution]

HI @charleshking 

Only the account holder on the online account will be able to download and set up eSIM to the new phone. 
If you’ve ordered an eSIM for a SIM-only plan with us, she can download the eSIM by you logging in to EE, which will already have the new line showing on the online account to select/download the eSIM. 

Ali 

[charleshking]

Thank you Ali - that's done the job!

I feel like EE could get that process better - for example as account holder I should be able to generate a QR code to install  the eSIM on a family member's phone without having to share my credentials, or access their device.

Anyway, all working now - thank you for your help 🙂

[Leanne_T]

Morning @charleshking 

Thanks for coming back to us with an update to let us know this is now sorted. 

Have a great day. 

Leanne.