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I mistakenly ordered an esim, but my phone cannot use it.  I cannot see how to cancel that order and order a physical sim instead. Is there a help phone number I can use? Thanks.

@Sandra Lancaster  Hello there a few ways to get a sim card, pop into a Curry's store and as for a Sim replacement. You can also log into you IDMobile account and request a sim replacement just follow the instructions.

https://community.idmobile.co.uk/help%2Dwith%2Dyour%2Dsim%2D170/how%2Ddo%2Di%2Dget%2Da%2Dreplacement%2Dsim%2Dor%2Desim%2D45097

 

 

Joe 


Thanks Joe.  But I can’t log into my account, as I can’t receive texts as the esim does not work.


I have actually just managed to get to speak to an agent on the live chat and they are posting a physical sim out to me. So all good 😀


@Sandra Lancaster  That good you've resolved the problem but going into a Curry's Store may be going out your way but quicker in some cases. Have a good day now.

 

 

Joe


Hey there ​@Sandra Lancaster, we’re glad to hear the live-chat & ​@JoeKing could help!

 

Thanks,

Tyler


Well, the new physical sim arrived in the post promptly (and saved me the hassle and cost of a journey to and from a Curry’s store).  But it does not work.  Do you think this is because the e-sim is still active - so there cannot be an e-sim and physical sim both active for the same phone number?  I’m  thinking I need to speak to an agent on the chat again…?


Hey there ​@Sandra Lancaster, sorry to hear that, did you activate the new physical SIM card?

 

https://my.idmobile.co.uk/activate-sim-outside

 

If activated, given an hour and you’ve restarted your phone and it’s still not working, please let us know.

 

Thanks,

Tyler

 


Hi Tyler, the process seems to be that a verification code is sent to my ID mobile number. But I can't yet access that phone number, as the sim is not active. Can I get the code sent to my other (non ID) mobile number instead, so I am able to receive it?


I am afraid not ​@Sandra Lancaster 

Are you able to contact our Live Chat Team, as they will be able to assist you with activating the SIM.


Hi Sian, yes I did contact the live chat team. I gave them the sim card id and they enabled it, so all good. (I would have thought it would have already been enabled though, when they cancelled the e-sim, but no problem, the livechat was easy to use)


We’re glad to hear all is sorted ​@Sandra Lancaster!

 

Thanks,

Tyler


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