Question

Tried 5 new esims and still cant get it activated on my iphone air and iphone 13.

Forum|Forum|2 days ago
April 11, 2026
2 replies
4 views

kimchilover67
New Contributor

So the esim was initially working fine on my iphone air, then i removed it and got a new esim through email to test the esim on my old iphone 13, which failed to activate. Since then I could not get it to activate back on my iphone air. It would say it’s activating for about 10 minutes and then a message would pop up saying that the activation has failed. I have talked to 5 people on live chat and all they do is send me a new esim through my email which dont work. I cant go to a physical sim because the iphone air does not support a physical sim. I tried everything from turning on roaming, staying connected to wifi when activating, resetting network settings, and restarting the phone. Could someone please help?

+10

Lamiya C
iD Mobile Employee
Forum|Forum|2 days ago
April 11, 2026

Hi @kimchilover67 ,

I’m really sorry you’ve had so many failed attempts. I completely understand how frustrating this must be, especially as you rely on your eSIM.

From what you’ve described, it looks like the eSIM profile on the network may be stuck or still active in the background, which is why new QR codes are failing to activate.

As you’ve already tried the correct steps (restart, network reset, Wi-Fi, roaming, re-downloading), this now needs a backend eSIM refresh rather than another QR code being sent.

To resolve this, we’ll need to:
• Remove the current eSIM profile from your line
• Reset the eSIM on the network
• Reissue a fresh eSIM after the refresh

Please contact us so we can escalate this for you:
0800 049 1300
Or Live Chat via the iD Mobile website (Help & Support)

Lamiya

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kimchilover67
Author
New Contributor
Forum|Forum|22 hours ago
April 12, 2026

Thank you for your reply, I explained everything to customer service and they said they cleared everything on the backend and then sent me a new esim again which still did not activate.

If this issue cannot be resolved by the technical team within 48 hours, I will need to request my PAC or STAC code to cancel my contract completely without penalty, as I am currently paying for a service that is not working.