Lost SIM- replacement eSIM

1 reply
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Hello,

I have just got back from travelling and I have lost my SIM card so I am trying to get a replacement eSIM so I don’t have to wait for delivery. However, I cannot confirm my billing email address as it requires a onetime passcode by text that I cannot receive as I don’t have the original SIM. I have tried asking the chat bot but it didn’t help. Does any know if this is possible to do or if I’ll just have to order a new physical SIM instead.

Thanks,

Grace

Owethu MAnswer

iD Mobile Employee

Hi @Gracegrb,

Thank you for reaching out, and I'm sorry to hear that you've lost your SIM and are having difficulty receiving the One-Time Passcode (OTP). I understand how frustrating this must be, especially when you'd prefer to use an eSIM rather than wait for a replacement physical SIM.

As you no longer have access to your original SIM, you'll need to contact our Live Chat team so they can complete the necessary security checks and confirm whether a replacement eSIM can be issued.

Our team will be able to review your account and advise you on the available options, including whether an eSIM can be provided instead of a physical replacement SIM.

We apologise for the inconvenience and appreciate your patience.

Owethu