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Etruscan
New Contributor
June 17, 2026
Solved

How do I find the phone number when a new eSIM isn't working?

  • June 17, 2026
  • 5 replies
  • 90 views

I’ve helped to set up my neighbour with iD on an iPhone with the latest iOS. The new iD eSIM has installed correctly but isn’t working. The ‘Number’ field in Settings is blank. I only have the iD Order Number and the last 4 digits of the new Account. How do I find the mobile number to add this to the iPhone’s settings?

    Best answer by MZone

    Probably best to resolve this issue by using the iD online Live Chat service, to speak to a customer adviser ​@Etruscan     

    The advisers work until 8pm on weekdays and 6pm on weekends - just tell the 24/7 chatbot you’d like to “talk to a person”.

    5 replies

    MZone
    Platinum 
Contributor
    MZone
    Platinum 
Contributor
    June 17, 2026

    Call another number you have access to from the phone or check the paperwork sent by email. 

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    E
    New Contributor
    EtruscanAuthor
    New Contributor
    June 17, 2026

    That’s the point. It won’t make calls or send texts. The initial paperwork has an order number but not a phone number.

    MZone
    Platinum 
Contributor
    MZoneAnswer
    Platinum 
Contributor
    June 17, 2026

    Probably best to resolve this issue by using the iD online Live Chat service, to speak to a customer adviser ​@Etruscan     

    The advisers work until 8pm on weekdays and 6pm on weekends - just tell the 24/7 chatbot you’d like to “talk to a person”.

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    E
    New Contributor
    EtruscanAuthor
    New Contributor
    June 17, 2026

    It started working of its own accord and an outgoing call presented the new number.

    The iD process doesn’t explain that you have to wait for activation at their end to complete before it starts working. Maybe this could be improved.

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    June 18, 2026

    Hi ​@Etruscan,

     

    Thanks for letting us know, and we're sorry for the confusion you experienced during the activation process.

     

    We're pleased to hear everything has now started working, but we appreciate your feedback regarding the lack of information about waiting for the activation to complete on our end before the service becomes fully operational.

     

    We'll make sure your feedback is raised internally, as we can see how making this clearer would help improve the experience for other customers.

     

    Thanks again for taking the time to let us know.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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