Hi ​@Sophie Egerton, 

I’m really sorry to hear your SIM has stopped working while you’re abroad, I understand how difficult that is, especially when you can’t receive the OTP to access your account.

This issue can happen with both physical SIMs and eSIMs, but the cause can vary slightly:

If you’re using a physical SIM:

• The SIM may have lost connection to the local network
• There may be a roaming or network selection issue

If you’re using an eSIM:

• The eSIM profile may not be fully active or connected to a supported roaming partner
• Device settings may need refreshing

Here are some troubleshooting steps you can try:

• Restart your phone to refresh the network connection
• Turn Airplane mode on for 30 seconds, then switch it off
• Go to Network Selection in your settings and try selecting a network manually
• Ensure Data Roaming is turned ON in your phone settings
• Check that your SIM/eSIM is showing as active in your device settings

Regarding the app, you’re right the OTP is sent to your number, so if you’re unable to receive texts, you won’t be able to add or access the number that way.

If the issue continues after trying the steps above, please contact us via Live Chat so we can check your account and roaming status from our side and get this resolved for you as quickly as possible:
👉 https://www.idmobile.co.uk/live-chat

I’m really sorry again for the inconvenience, and we’ll do our best to get you reconnected.

Owethu