Hi ​@Edgars 

The "something went wrong" error happens on the iD Mobile app or website when automated eSIM replacement fails or if the system cannot complete security/verification checks (such as receiving a 2D-code or SMS verification on a broken or lost device).
 
Why This Happens Outside the UK

• Verification blocks: Automated self-service eSIM requests often require getting a security code via SMS or email, which may fail if your old SIM has no signal or is removed.
• App/System limitations: The iD Mobile app sometimes triggers a generic error code rather than an explicit notice if it cannot process a remote security override or account status update.

How to Fix It

1. Contact iD Mobile Live Chat: Because automated requests fail, you must reach out to iD Mobile customer support via the iD Mobile 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.

2. Request an eSIM via Email: Ask the live chat agent to manually issue/send a new eSIM or QR code to your registered email address.
3. Complete Security Checks: Be ready to answer account verification questions since you cannot receive standard SMS texts while abroad or without an active SIM.

Hope this helps x
 

Hi ​@Edgars,

I’m sorry to hear that you’re unable to get a replacement eSIM, especially while you're outside the UK.

As you're receiving the "Something went wrong..." error when requesting the replacement eSIM, please contact our Live Chat team so they can investigate the issue and assist with getting a replacement eSIM issued.

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

Regards,

Gemma M
The iD Mobile Social Media Team