@sharonfern
O2 don't support esim transfers so you need a new esim pack from O2, in store (with photo ID) or in your MyO2 if you're on the new billing system.
We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks
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