No SIM card with my upgrade

Forum|Forum|13 days ago
August 29, 2026
1 reply
8 views

I have just upgraded. On my old phone the physical SIM had stopped working properly and so I had a an eSIM, but there’s no way to physically transfer that to my new phone. I was expecting a physical SIM to be sent to me, but this hasn’t happened. What am I supposed to do?

Owethu M

iD Mobile Employee

Hi @donach,

Thank you for reaching out, and I'm sorry for the confusion and inconvenience caused by not receiving a physical SIM with your upgrade. I understand how frustrating this must be, particularly as your previous service was using an eSIM.

If your new plan has been successfully processed, you may be able to switch to an eSIM directly through the iD Mobile app or website.

Please follow these steps:

Sign in to your iD Mobile account.
Select your mobile number.
Go to Account.
Select SIM & Device.
Choose Switch to eSIM.
Follow the on-screen instructions to request and install the eSIM.
Make sure you're connected to Wi-Fi while completing the installation.

Once the new eSIM has been installed and activated, your previous SIM will be deactivated.

Please only submit the eSIM request once, as making multiple requests can cause issues with the activation process.

If you're unable to access your account, can't see the Switch to eSIM option, or you're unable to complete the eSIM setup, please contact us via Live Chat. Our team can complete the necessary security checks and assist you with arranging the appropriate SIM or eSIM.

We apologise again for the inconvenience and appreciate your patience while we help you get your new phone connected.

Owethu