How do I get a new QR code if I change or lose my phone?

If you change your phone and want to install your eSIM service on it, you will need to get a new QR code. When switching to a new device, the same QR code that you got when you purchased the service cannot be reused on a different phone.

If you have a Vodafone, O2 or Three plan, you can do this in our MyeSIM self-service portal. Just log in and select “New QR code”.

EE plans: If you have an EE plan, the Request New QR Code option will not appear in MyeSIM until your plan has been activated. For EE plans, this option only becomes available once the plan has become Active, which happens after the eSIM first connects to covered network and an activation date has been recorded.

If your EE plan is not activated, please continue using the original QR code. If you simply need the original QR code sent again, use Resend QR Code in MyeSIM instead. If you have already used the QR code and need to move the EE eSIM to another device before the plan has been activated, please contact support.

Note: For Vodafone and O2 products, it generally takes around two hours to receive the new QR code by email, while for Three business plans, it usually takes up to 24 hours. Please also note that there is a small fee of £3.00, or equivalent currency, to cover the admin costs of producing the new QR code. This charge only applies when you want a NEW QR CODE to install in a different device, for example when you have changed your phone, as the original QR code has been used and will not work in the new device. You will retain the same mobile number.

Note: If you see the status “SIM Swap Queued” either in the My eSIM portal or via the customer chatbot, it means that your new QR code request is already being processed and will be delivered to you shortly.

Note: Whether you are requesting a new QR code or asking for your existing one to be resent, it will always be sent to you by email. You cannot download the QR code directly from the My eSIM portal.

Note: We do NOT provide new QR codes for Data-Only, Bouygues or Orange plans. These eSIM plans are single-use and cannot be reinstalled on another device. If you change or lose your phone, you will need to purchase a new data plan.