I cannot add my eSim contract to my online account

3 replies
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I am trying to add an eSim account to my online account to manage it but it does not let me. The phone the eSim is registered on has died so when it send the two part authorisation I cannot access it. How do I get is set up on my account so that I can manage it?

Lamiya C

iD Mobile Employee

Hi @Steeley ,

Thanks for getting in touch. I understand how frustrating it can be not being able to access your account due to the two-factor authentication on your old device.

As the eSIM is linked to the phone that is no longer working, the usual two-step verification can’t be completed.

Set up the eSIM on your online account, Once the reset is done, log in at https://my.idmobile.co.uk/login
and follow the steps to add your eSIM:

Go to My Account > Manage SIM / eSIM.

Select Add eSIM.

Follow the on-screen instructions and confirm via the new verification method.

Confirm access – Once added, check you can see the eSIM details and manage the plan online.

Lamiya

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S

SteeleyAuthor

New Contributor

OK:
This does not make sense; “Set up the eSIM on your online account, Once the reset is done, log in at”

You cannot do this without being in a phone number profile “Go to My Account > Manage SIM / eSIM.”
Please advise….

Anneline M

iD Mobile Employee

Hi @Steeley,

I sincerely apologise for any confusion caused.

Please be advised that access to your online account requires completion of two-factor authentication, which is linked to your active SIM. Without access to the SIM, you will unfortunately be unable to log in.

If the handset with the eSIM installed is no longer accessible, you will need to request a replacement SIM (either a physical SIM or a new eSIM). Once the replacement SIM is active in another handset, you will be able to complete the two-factor authentication process and proceed with adding the plan to your profile.

Thanks,

Anneline