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Question

E-Sim not received

  • June 8, 2026
  • 1 reply
  • 19 views

I received my new phone today from my upgrade and haven’t had an email about my e-sim to be able to activate my new phone. This is an upgrade and I’m moving from physical sim to eSIM. My new phone doesn’t take physical SIM cards. When can I expect my email? 

1 reply

Owethu M
iD Mobile Employee
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  • iD Mobile Employee
  • June 9, 2026

Hi ​@Rdw2508

 

Thank you for reaching out.

 

We're sorry to hear that you have not yet received the email relating to your eSIM activation and understand that this is preventing you from setting up and using your new handset.

 

As this relates to an upgrade from a physical SIM to an eSIM, we would recommend contacting our Live Chat Team, who will be able to review the order and assist with the eSIM request. They can check whether the eSIM has been generated and advise on the next steps required to get your new device connected.

 

We apologise for any inconvenience caused and appreciate your patience.

Owethu