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Community Member
Mdwe
Community Member
August 20, 2026
Solved

sim card and telephone number stopped

  • August 20, 2026
  • 1 reply
  • 16 views

I added an esim card to my phone and lost my id SIM as a result. I do t know how to get it and my phone number back

    Best answer by Kwanele Z

    Hi ​@Mdwe,

     

    Thank you for your message.

     

    We're very sorry for the inconvenience caused regarding your SIM.

     

    Please note that when an eSIM is requested and activated on your phone, your physical SIM is automatically deactivated, as your mobile number is transferred to the new digital SIM profile. As a result, the original physical SIM can no longer be used.

     

    If you'd prefer to continue using a physical SIM, you'll need to order a replacement SIM, as the old one cannot be reactivated. Alternatively, if you'd like to keep using the eSIM, we can help you get it working on your device.

     

    Please let us know how you'd like to proceed, and we'll be happy to assist further.

     

    Thanks,

    1 reply

    iD Mobile Employee
    Kwanele ZAnswer
    iD Mobile Employee
    August 23, 2026

    Hi ​@Mdwe,

     

    Thank you for your message.

     

    We're very sorry for the inconvenience caused regarding your SIM.

     

    Please note that when an eSIM is requested and activated on your phone, your physical SIM is automatically deactivated, as your mobile number is transferred to the new digital SIM profile. As a result, the original physical SIM can no longer be used.

     

    If you'd prefer to continue using a physical SIM, you'll need to order a replacement SIM, as the old one cannot be reactivated. Alternatively, if you'd like to keep using the eSIM, we can help you get it working on your device.

     

    Please let us know how you'd like to proceed, and we'll be happy to assist further.

     

    Thanks,

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