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Community Member
August 20, 2026
Question

Changing back to esim before physical sim is activated

  • August 20, 2026
  • 1 reply
  • 10 views

I have just upgraded and my new phone has arrived today but the physical sim has not arrived. my previous contract was an esim. can i replace the physical sim with an esim so that i can start using my new phone

    1 reply

    Owethu M
    iD Mobile Employee
    iD Mobile Employee
    August 23, 2026

    Hi ​@MPickett

     

    Thank you for reaching out, and I'm sorry to hear that your physical SIM hasn't arrived with your new handset. I understand how frustrating this must be, especially as your previous service was using an eSIM.

     

    If your new plan has been successfully processed, you may be able to request an eSIM directly through the iD Mobile app.

     

    Please follow these steps:

    • Open the iD Mobile app and sign in.
    • Select your mobile number.
    • Go to Account.
    • Select SIM & Device.
    • Choose Switch to eSIM.
    • Follow the on-screen instructions to request and install the eSIM.
    • Make sure you're connected to Wi-Fi while completing the installation.

    Please only submit the eSIM request once. Making multiple eSIM requests can cause issues with the activation or previous request.

     

    If you're unable to access the app or the Switch to eSIM option isn't available, please contact us via Live Chat. Our team will be able to complete the necessary security checks and assist you with requesting the eSIM.

     

    We apologise for the inconvenience and appreciate your patience while we help you get your new phone connected.

     

    Owethu