new esim for new phone but old phone broken

Forum|Forum|1 month ago
August 12, 2026
1 reply
17 views

Hello,

My son is on id mobile as am I, 2 things

1. Need to add him to my account but cant as his phone screen has broken so currently cant access it.

2. Need a new esim for his new phone but cant add him to my account as his phone has broken

Please can you help

Owethu M

iD Mobile Employee

Hi @Llock91,

Thank you for reaching out, and I'm sorry to hear about the difficulties you've experienced with your son's broken handset. I understand how frustrating it must be when this is also preventing you from managing his account and setting up the new eSIM.

To add your son's number to your account, the SIM will need to be active and in a working handset, as a One-Time Passcode (OTP) will be sent to the mobile number to complete the verification process.

As his current handset is damaged and you need a replacement eSIM for his new phone, we'd recommend contacting us via Live Chat. Alternatively, you can send us a Direct Message through our official Facebook or Instagram pages. Our team will be able to complete the necessary security checks and assist with arranging the replacement eSIM.

Once the new eSIM is active and working, you should then be able to complete the process of adding his number to your account.

Owethu