Hi ​@ceryswpalmer, 

Thank you for reaching out.

We're sorry to hear that your eSIM isn't working, even though you've received confirmation that your service is set up.

Please check that your eSIM is active by following these steps:

On iPhone:

• Open Settings.
• Tap Mobile Service (or Cellular).
• Check that your iD Mobile eSIM is listed and switched On.
• Ensure Turn On This Line is enabled.
• Restart your handset and check whether the service connects.

On Android:

• Open Settings.
• Tap Connections > SIM Manager (or Network & Internet > SIMs, depending on your device).
• Check that your iD Mobile eSIM is listed and switched On.
• Restart your handset and test the service again.

If your eSIM isn't showing as active, or you're still seeing No Service after completing the above steps, please contact us via Live Chat or send us a direct message through one of our social media platforms. We'll be able to arrange a replacement eSIM if required and investigate the issue further.

Owethu