Hi ​@JalId, 

Thanks for your message, and I’m sorry for any confusion I understand this can be a bit unclear when setting up a new eSIM.

You will need to log in using your new iD Mobile number for the app to correctly recognise your account. If your number transfer (switch) has already been scheduled, the details should update automatically on the switch date.

However, if your switch has not been fully processed or is not showing correctly, you will need to contact us via Live Chat so we can check your account and complete the setup for you:
👉 https://www.idmobile.co.uk/live-chat

We’ll be happy to help get everything working correctly for you.

Owethu

I haven’t switched yet. I spoke to someone on chat and it seems there’s a problem which has been escalated, but to be honest, I’ve told them to cancel it. I was battling nearly all day with this & I just don’t trust ID after this so I will not be joining them. Thank you for replying tjough

Hi ​@JalId, 

Thank you for letting us know. We’re sorry to hear that things didn’t work out as you hoped, and we completely respect your decision.

Your feedback is valuable, and we’ll use it to improve the experience for others. We appreciate the time you spent engaging with us and wish you all the best moving forward.

-Anneline