My son is on holiday and has lost his phone, as he has lost the phone he cannot access the id app to block the eSIM or request a replacement. I've tried asking on the live chat with the chat bot but get nowhere with it. Anyone any ideas how to get around it? I did try to add his plan to my app which sent a code to his phone number and he cannot access it for obvious reasons. Please help, thank you.
Hi
We're sorry to hear that your son's phone has been lost while he's on holiday.
Unfortunately, this isn't something we're able to assist with from our end, as we don't have access to customer accounts to block an eSIM or issue a replacement SIM/eSIM.
The account holder will need to contact our Customer Service team, who will be able to verify the account and arrange the appropriate next steps.
You can contact them via Live Chat here: https://www.idmobile.co.uk/live-chat
Regards,
Gemma M
The iD Mobile Social Media Team
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