Question

can't activate new phone asking for a QR code

Forum|Forum|5 days ago
August 7, 2026
1 reply
9 views

Tolf
Community Member

Hi received my S26 yesterday, due to transfer my number today from physical sim to e-sim.

After starting the new handset and selecting language a QR reader appears asking for a code.

I presume that was the QR code to activate the e-sim and switch, however it says incorrect code and contact your IT department?

+10

Owethu M
iD Mobile Employee
Forum|Forum|3 days ago
August 9, 2026

Hi @Tolf,

Thank you for reaching out, and I'm sorry for the confusion you're experiencing while setting up your eSIM on your new handset.

If you still have access to your physical iD Mobile SIM and it's currently working, you can request the eSIM directly through the iD Mobile app. The QR code displayed during the initial handset setup is not the code you need to request your iD Mobile eSIM.

Please follow these steps:

Open the iD Mobile app and sign in.
Select your mobile number.
Go to Account.
Select SIM & Device.
Choose Switch to eSIM.
Follow the on-screen instructions to request and install the eSIM.
Once the eSIM has been installed and activated, your physical SIM will be deactivated.

Please make sure you're connected to Wi-Fi while installing the eSIM, as you'll need an internet connection during the setup.

If you're unable to access the iD Mobile app or don't see the Switch to eSIM option, please contact us via Live Chat. We'll be able to complete the necessary security checks and assist you with the eSIM request.

Please don't enter the eSIM details into the QR reader shown during the initial handset setup unless you're prompted to do so as part of the iD Mobile eSIM installation process.

Owethu