If you used to have a physical sim in your phone @AmandaJD then you need to remove that to get the eSim working.
Is the eSim a new contract or an upgrade?
Have you installed the eSim on your phone?
You might need to contact customer services - all ways to do this, including numbers you can use on Skype for free are in the guide Guide: How to find help & contact O2
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
