eSIM

[HarveyG4]

I have a new phone but it won’t let me transfer in my eSIM and says it’s already active on my o2 app but there is no sim on my new phone 

[jonsie]

You can't transfer an esim, you need a newone

Easiest option is to go instore with photo ID

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 using the links below, they should be able to help you with this

or give them a call on 202  or 0344 809 0202

Guide: How to find help & contact O2 

[pgn]

If you upgraded, the eSIM from the old phone won't move to the new phone without help from O2 (even assuming you can see it in your MyO2). Currently, best way is via an O2 Shop (take photo id!) as your existing SIM gets disabled when they send out a new one, making logging back into your MyO2 a challenge (unless you have a second phone registered in your MyO2 for receiving the OTP/PIN!).

Also if you are in the shop, ask to be switched back to a plastic SIM, which is easy to move between phones, @HarveyG4 

Good luck!

[Bambino]

@HarveyG4 Numerous problems with esims and O2. Do a search and you'll find them. Best way to resolve your issue is to call into an O2 store, if you have one nearby, and let them sort it for you. Be sure to bring photo ID if you choose to do that.

Alternatively: How to find help & contact O2: A Guide - O2 Community

[jonsie]

Good call on reverting to plastic