Stuck in a loop, unable to get ESIM or access account

Forum|Forum|1 month ago
July 8, 2026
1 reply
13 views

My ESIM deleted when I scanned the QR code and now I can no longer scan the QR code. To get a new ESIM or get customer service help (pin required). I need access to my ID mobile account, however I cannot access that as I do not have access to the new number (from the ESIM) and the verification requires a code from that phone number. I am stuck in a loop. I am on a monthly contract. What can I do? Can I request to get a new QR code or a physical ESIM, using my order number reference instead of using the account I cannot login to? Please help.

Owethu M

iD Mobile Employee

Hi @ceryscarder,

Thank you for reaching out.

We're sorry to hear that you're experiencing this issue and understand how frustrating it must be to be unable to access your account because your eSIM is no longer active.

Unfortunately, an eSIM QR code can only be scanned once. If it has been deleted from your device, you'll need a new eSIM to be generated.

To request a replacement eSIM, please contact us via Live Chat or send us a direct message through one of our social media platforms. A member of our team will complete the necessary security checks and will then be able to generate a new eSIM for you.

Owethu