eSIM not activating

[Organicpapa37]

I have just received my eSIM through the post thinking it was an actual sim, anyway I have scanned the QR code and nothing is happening I have tried to go in the chat but there is no option for it can someone please tell me what I’m doing wrong 

[Schockwave]

Hello @Organicpapa37 ,

Welcome to the community,

Do you already have a physical SIM card and are you on contract with EE? 

You need to have a physical SIM card and be on a monthly contract in order to use an ESim.

[Organicpapa37]

No my actual sim got damaged so I ordered a new 1 to be posted out but they sent me a digital esim, I am in with EE I have been a while I have just upgraded and when I did I requested a physical sim come with it for replacement but they never sent 1 so I had to order it 

[James_B]

Did your order the SIM online or over the phone @Organicpapa37?

[Organicpapa37]

I ordered it online and paid £1.50 for it to be posted to me 

[Leanne_T]

Hi @Organicpapa37 

Thanks for coming back to us. 

What device are you using? 

Leanne.

[Organicpapa37]

iPhone 12 Pro 

[James_B]

Hi @Organicpapa37,

If you ordered a new SIM online, it won't be pre-activated.

Please get in touch with Customer Care and a member of the team will be able to register it for you.

Thanks

James