eSIM transfer to another device doesn't work on iOS

[matthewtrout]

I have two lines on my account, myself and my partner.
My partner is abroad and had to replace her phone.
She had an eSIM, so I talked her through the instructions to replace her eSIM using the app.  (iOS)
The documentation is limited, so doesn't go into detail, and is here: https://ee.co.uk/help/mobile/getting-started/using-an-esim
However EE doesn't provide a way to login to the app as a separate user than the account holder.
So I attempted it on my app.  Conveniently it seemed, there was an option for initiating this for another device (hers).  See screenshot.
However after performing some ID checks, in which I captured my driving license, and then recorded my face, the flow just indicated that it was going to add it to my device after all (see screenshot).
Even if she logged into my account on the app on her device, she would be faced with an ID check (for me) which she would not be able to do because we are not in the same place.
Is this feature supposed to work (I initiate the transfer, she receives the eSIM) or is the app just broken?
For the avoidance of doubt, 'Do this later' in the second screenshot does not provide a flow to solve the problem, it just means come back to the same problem here.

[chistery]

It's recommended to be in the UK when activating an eSIM and not roaming. 

[Ali_A · Accepted solution]

Hi @matthewtrout 

The SIM replacement is only available when logged in as an account holder. You can generate an eSIM QR code if you log in (as the account holder) via the website to the online account, rather than using the app. 

However, does she still have access to her previous phone and working eSIM? 
You'd only be able to use the option to order or download an eSIM/QR code App/online if she still has access to her previous SIM, as a security PIN is sent via SMS to it to activate the new one. 

If she still has her previous device and working SIM and is changing from iPhone to iPhone, she could try using the eSIM transfer option- Transfer your phone number using eSIM Quick Transfer. Although, I'm not sure if that will still work while roaming. It's worth a try. 

If she no longer has the previous phone or original eSIM, you'll have to order a replacement eSIM for her to install when she gets back to the UK. You can find out more at How do I swap or get a replacement EE SIM

Ali 

[Chris_B]

@matthewtrout  are two devices from the same manufacturer?   And is her old device working at all.