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Colin Hughes
Active Contributor
Colin Hughes
Active Contributor
June 12, 2026
Question

Can't get new esim without access to old phone

My old iPhone got damaged beyond repair and I can’t use it to access text messages or Whatsapp. I’m wondering how I can go about getting a new eSim short of having a physical one sent out as there’s seemingly no way to get round putting in the code which is sent to the number.

    2 replies

    Decembersangel72
    Gold Contributor
    Decembersangel72
    Gold Contributor
    June 12, 2026

    Hi ​@Colin Hughes 

    Your best option is to contact an advisor via Live Chat  (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

     https://www.idmobile.co.uk/live-chat

    When you contact the Live Chat :-

    Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

    Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
     

    You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)  

    iD Mobile social media accounts:-


    or email socialqueries@idmobile.co.uk.

    If you need one ASAP then you can visit your nearest Currys store, with a form of ID, and ask a colleague in the mobile section for a replacement SIM/eSIM.

    Or, request it via your iD Mobile Online Account using a secondary device (like a tablet or laptop which you can order a new eSIM through any web browser).
    Log in to My Account Online.
    Navigate to Plan.
    Go to SIM & Phone Management > Request a replacement SIM or eSIM.
    Select Get a replacement eSIM, confirm your billing email address, and select Yes, I want a new eSIM.
    iD Mobile will email you a new activation QR code, which you can then scan into your new/working phone.

    Good luck x

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    June 13, 2026

    Hi ​@Colin Hughes,

     

    As this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat. 
     
     
    Once connected, simply explain your request and an advisor will assist you further.
     
     
    Thank you for your understanding.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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