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eSim ordered online on a sim only plan

Esztden2704
Investigator
Investigator

‎29-08-2026 07:13 PM

I haven't received my confirmation email regarding my order and when I download the app it's not there also. The direct debit has also been created. How can I get my eSim? Do I need to wait for a post to get it or can I actually download it through the app or  the supposedly confirmation letter that I should have been received right there and then when I have placed the order?

 

thank you! 

0 Helpful
6 REPLIES 6
Chris_B
EE Community Star
EE Community Star

‎29-08-2026 07:45 PM

@Esztden2704  Have you checked your spam folder ?  

To contact EE Customer Services dial 150 From your EE mobile or 07953 966 150 from any other phone.
0 Helpful
Esztden2704
Investigator
Investigator
In response to Chris_B

‎29-08-2026 07:54 PM

Yes nothing at all. Just my direct debit email and the plan email that's it. Nothing with instruction with downloading the esim or even an email that states that it will be send via post.

0 Helpful
Debbie_G
EE Community Support Team
In response to Esztden2704

‎30-08-2026 10:20 AM

Hi @Esztden2704.

Welcome to the community.

If you've received confirmation of the Direct Debit and plan but haven't received any information about the eSIM, I'd recommend getting in touch with our customer support team. They will be able to check the order status and advise further.

Debbie

0 Helpful
Esztden2704
Investigator
Investigator
In response to Debbie_G

‎31-08-2026 11:21 AM

Is there anyway to chat with an agent instead of calling because i'd be on the usually longer than chatting to one? I still haven't received any confirmation about my esim and i don't want to start paying it without even using it.  

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Esztden2704

‎31-08-2026 12:47 PM

@Esztden2704 , not unless you are a mobile contract customer, you will find it by clicking on help in the app and then click on talk to us, you will see the messaging app.

If you ring customer service just press option 2 and you should get to talk to someone and also you should find out how long the wait is.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 7953 966 or +44 330 123 1105.
0 Helpful
Ali_A
EE Community Support Team
In response to Esztden2704

‎01-09-2026 04:47 PM

Hi @Esztden2704 

SIM only orders are usually completed straight away. If you've not received an email to confirm, it may be worth simply checking your online account to see if it has been accepted and set up. 

Once an order has been completed, you'd usually find the eSIM available to download right away in the EE app (if you have selected that as your option when placing the order). 
You can find out more how to download this at Download and use an EE eSIM

Ali