ordered esim but my phone cannot use it

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