Hi ​@n1david,

Thanks for your message.

As the registration process uses an SMS verification code, it does require the SIM to be in a device that can receive standard text messages in order to complete the account setup.

Because iPads are data-only devices and cannot receive SMS messages, you would need to temporarily place the eSIM/SIM into a phone that can receive texts. Once you've received the verification code and completed registration, you can then move the SIM back into your iPad and continue using it as normal.

Regards,

Gemma M

The iD Mobile Social Media Team

Thanks for the response.  I worked that out for myself, but given it was an eSIM it led to a very frustrating hour on Live Chat sending photos of myself to get a replacement eSIM that I could install on my phone, in order to register, and then apply for another eSIM online in order to reinstall it on my iPad.

I’ve got it working now, but in all honesty I couldn’t recommend iD Mobile for tablet users.  At the very least there ought to be a warning in the initial install instructions that the first install should always be to a phone.

I’ve just received an email asking me to change my Customer Service PIN.  Unfortunately, doing so on the iD Mobile app triggers another SMS to confirm.  So I presumably have to swap my eSIM back into my phone again… the use of SMS only is very frustrating.

Hi ​@n1david,

We're sorry to hear about the frustration you've experienced getting your eSIM set up and registered. We completely appreciate your feedback, especially regarding the experience for tablet users, and we'll make sure your comments are passed on internally for review.

In relation to the Customer Service PIN, yes, you would likely need to have the eSIM active in a device capable of receiving SMS messages in order to receive the verification code.

The SMS verification process is there to help protect the security of your account and ensure that only the account holder can make changes to important account information, such as the Customer Service PIN.

We understand this can be inconvenient when using a data-only device, but the verification step is an important part of keeping customer accounts secure.

Thank you again for taking the time to share your experience and feedback.

Regards,

Gemma M

The iD Mobile Social Media Team