Solved
eSim issues
I am trying to move my account from my old Android to an iPhone 13. I went through the process through the QR code but despite following the prompts, I have no service. Can anyone help?!
Owethu MAnswer
iD Mobile Employee
September 4, 2026
Hi
We're sorry to hear that you've had difficulty moving your service from your Android handset to your iPhone 13, particularly as you've followed the eSIM setup process but still have no service.
If you still have access to your iD Mobile account through the app, you may be able to request a new eSIM directly through the app:
- 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, as multiple requests can sometimes cause issues with the activation process.
If you're unable to access the app or the eSIM still isn't working after following the setup process, please contact us via Live Chat. Our team can complete the necessary security checks, check the status of your eSIM and assist with requesting a replacement eSIM.
We apologise for the inconvenience and appreciate your patience while we help you get your iPhone connected.
Owethu
