Hi ​@Harry Allen,

Welcome to the Community!

Just checking if you received the eSIM?

If you still require assistance please let us know and we can assist you further.

Kash

Hi,

I have applied for an eSIM multiple times (3–4 attempts), but I have never received the QR code via email. I have already tried resolving this issue through live chat, phone calls, and even by visiting Currys in person, but unfortunately, no one has been able to help me.

Each time I contact support, I am told that the QR code is being sent, but I never receive it. I don’t understand why this issue has not been resolved yet. It has now been over a month, which is completely unacceptable.

What is even more frustrating is that I continue to receive my monthly bills regularly without any issue, yet something as essential as the eSIM QR code cannot be delivered.

I am extremely disappointed with the level of service and lack of resolution. This situation has caused significant inconvenience.

If you genuinely intend to resolve this matter, please contact me directly and ensure that I receive my eSIM QR code without further delay.

I expect this issue to be treated with urgency. Thank you 

Hi ​@Edin12345,

I’m really sorry to hear about the ongoing issues you’ve had trying to receive your eSIM QR code.

Just to cover the basics, could you please check your junk/spam folder, as sometimes these emails can be filtered there depending on your email provider?

If it’s definitely not there, the next step would be to contact our Live Chat team again so they can resend the QR code and investigate further. I appreciate you’ve already tried this, but they’ll need to access your account directly to ensure the request is processed correctly and check if there’s an issue with delivery on their side.

You can reach them here: https://www.idmobile.co.uk/live-chat

Thanks again for your patience, and I really hope this gets resolved for you as quickly as possible.

Regards,

Gemma M

The iD Mobile Social Media Team

Same problem here. Tried 10 times over last few days for a new eSIM. Nothing received. Not in spam/junk. Even tried different email addresses. Live chat says they’ll send and it and this time it says I’ll work. It doesn’t. Why can’t I get an eSIM for my new phone!!?? Last time I needed one it sent straight away to my email inbox.

Can ID not just send me the codes and I input them myself? Or the QR code as a WhatsApp/text message? 
I’m still getting emails and SMS messages from ID but just never the QR code email I actually need. Help please.  

Hi ​@Mattding27,

We're sorry to hear you're experiencing this issue.

Unfortunately, we're unable to help with SIM replacement requests on this public forum. Please contact our Live Chat team and explain the situation to them so they can investigate and, if necessary, arrange for this to be escalated.

You can contact them here: https://www.idmobile.co.uk/live-chat

Thanks for your understanding.

Regards,

Gemma M

The iD Mobile Social Media Team

I see that this is marked as solved, how? Because I have spent half my day on live chat with exactly the same problem and no resolution. Yes, even tried a different email. Obviously the problem is at idmobile. 
 

I’m 7 days into the contract and unable to use my phone. It isn’t good enough and a poor start to what is looking like a short relationship. 

Live chat has escalated it to their technical team. 

HI ​@rayfl290,

Please confirm if you have received your esim as yet or if you do require further assistance to look into this for you.

Thanks,
Hosai

Hi Hosai,

It would be good if you could look into this please. I was promised a reply from Tech Support in 24-48 hours from Monday at 16:30 and at 15:15 today we have not received anything.

Yesterday I visited Curry's to get a replacement physical sim to use in another phone, that activated ok. Then went into the account to request a replacement eSim. The text authentication code came through and the idmobile app accepted it… but no eSim.

It appears the idmobile system is recording the (multiple) eSim(s) as sent but having tried two different emails with different providers a number of times, and others (a post on here as recent as 18 hours ago) having exactly the same problem with no emails arriving, that there is an issue with the idmobile system not actually sending out the eSim.

Hosai, I really appreciate your offer of help and if you can find a fix then great, thank you. However, time is running out because I desperately need this sorted and to not have a response that was promised from Tech Support leaves me feeling idmobile has had enough chances.

Let me know asap please because tomorrow we are likely to cancel both contracts we have with you before we are out of the 14 day period.

Andrew

Hi ​@Hosai W 

I have made a mistake above, the promise of a rely from Tech Support was made on Sunday at 16:30, not Monday.

Andrew