transfer of sim card to new phone.

Hi ​@Lauramyers, 

Thanks for getting in touch and I’m sorry for the confusion you’re experiencing.

Based on what you’ve described, your new phone is referring to an eSIM transfer, not a physical SIM. The message saying the SIM is “not transferable” means that your current eSIM/profile can’t be moved directly between devices.

This is expected behaviour in many cases, as eSIMs often can’t be transferred automatically and instead need to be reissued on the account.

📌 Why this is happening

• Your existing eSIM is tied to your old device
• The system is not allowing a direct transfer to the new phone
• Inserting a physical SIM won’t change this if your line is already set up as an eSIM

✅ What needs to be done

You’ll need to request a replacement eSIM, which will:

• Deactivate the old eSIM
• Issue a new QR code
• Allow you to activate your number on your new phone

💬 How to request your eSIM

Please contact our Customer Services team:

Live Chat (fastest option)

👉 https://www.idmobile.co.uk/live-chat

Type “talk to an agent” to reach a person

📱 Social Media
Facebook: https://www.facebook.com/iDMobileUK
Instagram: https://www.instagram.com/idmobileuk/

Owethu