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help with set up

  • July 5, 2026
  • 2 replies
  • 8 views

I need help please put me through to an agent. I have been given a new e-sim for my temporary phone as my original phone got stolen  

2 replies

Geluk
Silver Contributor
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  • Silver Contributor
  • July 5, 2026

You can’t do it this forum; use CHAT PAGE, type speak to a person😃


Gemma M
iD Mobile Employee
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  • iD Mobile Employee
  • July 7, 2026

Hi ​@juliavernon123,

 

We're sorry to hear your original phone was stolen.

 

If you've been sent a new eSIM, you can activate it by following the steps provided in the email you received. The instructions are also below:

  • Open the email containing your eSIM QR code on another device, or print it if needed.
  • On your new phone, go to Settings > Mobile Data/Cellular > Add eSIM (wording may vary depending on your device).
  • Choose Use QR Code and scan the QR code from the email.
  • Follow the on-screen prompts to complete the installation.
  • Once installed, restart your phone if prompted.

 

If you've followed these steps and the eSIM still isn't working, or you need a replacement eSIM, you'll need to contact our Customer Service team via Live Chat, as this isn't something we're able to assist with from our end.

 

You can contact them here: https://www.idmobile.co.uk/live-chat

 

Regards,

 

Gemma M

The iD Mobile Social Media Team