Hi ​@Maxine P, 

Thank you for getting in touch. I’m sorry to hear that you’re having difficulty transferring your eSIM to your new phone. I understand how inconvenient this must be.

To use your iD Mobile service on your new device, you’ll need to request a replacement eSIM rather than transfer the existing one directly.

You can request a new eSIM through the iD Mobile app by following these steps:

• Open the iD Mobile app and log in.
• Go to Services and select the relevant mobile number.
• Look for the Replace SIM or Change SIM option.
• Select eSIM and follow the on-screen instructions to request your replacement.
• Once issued, follow the instructions to install and activate the eSIM on your new phone.

If you’re unable to access the app or complete the request, please contact our Live Chat team at https://www.idmobile.co.uk/live-chat. They’ll be able to complete the necessary security checks and assist you with obtaining a replacement eSIM.

We apologise for the inconvenience and appreciate your patience while you get your new phone set up.

Owethu