Hi ​@Stretchjojo, 

Thank you for getting in touch. 

Simply go to the Carphone Warehouse section in any of your nearest Currys store and request for your replacement sim card. Kindly note that you need to take your proof of ID with you and that the sim card is free.

Once you have collected the new sim you can either come back through the live chat and we'll assist you with activating the sim card for you or you can activate the sim card online by following this link: https://www.idmobile.co.uk/help-and-advice/your-sim-card

If you prefer the SIM to be sent out to you, we’ll be happy to do so. 

-Anneline

Thanks Anneline M,

Please could you send me a replacement physical sim if the existing one cannot be re-activated, and then the support to change.

What do you need me to do via my account?

Hi ​@Stretchjojo, 

Thank you for getting back to us. 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

-Anneline