Hi ​@pennys 

Thanks for getting in touch. 

Has the eSIM been installed on the device? If so, it cannot be transferred.

You would need to request a replace eSIM and then download that on to the device you wish to use. 

Thanks

Natalie 

Hello ​@Natalie W 

I did not know it was a eSIM. When I joined ID, I transferred from another network.  Only when I opened phone this time then realise I haven’t got a SIM from ID Mobile.  And it seems the phone works without the physical card, so does that mean I’ve got an eSIM? 

How can I request a replacement eSIM please? 

Thank you 

Kind regards, 

Hi ​@pennys

Did you activate an eSIM from an email we sent you?

If you need a replacement, please see the following;

Tom