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New Contributor
werticus
New Contributor
September 11, 2026
Question

Discovered phone is unable to activate eSIM, now cannot cancel the plan

I made a mistake: as it turns out, my phone doesn’t work with eSIMS. I am now unable to cancel the payment plan because all options i’ve found requires the ID mobile number to do so: is there any way to solve this?

    3 replies

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    September 15, 2026

    Hi ​@werticus,

     

    Don't worry, this can usually be resolved.

     

    If your handset doesn't support eSIM, we'd recommend contacting our Customer Service Team via Live Chat and requesting a replacement physical SIM card instead.

     

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

     

    Once the physical SIM has been issued, the team can advise on the next steps for getting your service up and running.

     

    As this is an account-specific issue, the Live Chat team will be best placed to review the account and discuss any cancellation options if required.

     

    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.
    New Contributor
    werticusAuthor
    New Contributor
    September 15, 2026

    Hello ​@Gemma M!

    The Live Chat function requires the ID mobile phone number to get through to an agent: I do not have this number since I am unable to activate my eSIM. Is there some other way of getting in touch with an agent?

    Kind regards

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    September 17, 2026

    Hi ​@werticus,

     

    You don't need your iD Mobile number to reach an advisor.

     

    If you're unable to activate your eSIM, you can use the mobile number that was used when placing the order and the team should be able to locate the account from there.

     

    Unfortunately, we're unable to access or verify account details from the Community, so we can't assist with the activation here.

     

    We'd recommend contacting our Customer Service Team via Live Chat, explaining that the eSIM hasn't been activated and that you don't yet know the iD Mobile number.

     

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

     

    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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