Forum Discussion

jak22's avatar
jak22
SMARTY Maverick
16-09-2025

eSIM swap - a warning

I was nervous about eSIM swap in case it went wrong - and it did - so I would think twice until its all ironed out

After requesting swap via the website there was no email with QR code, no loss of service on the old SIM, and a confirmation code appeared only briefly before disappearing - but no error message.

On chat, the agent requested another eSIM swap, this time a QR code arrived and phone service was lost, but no confirmation code appeared on the dashboard.

There was confusion between the short confirmation code expected on the dashboard and the long code in the email to use instead of scanning a QR code.

Eventually the agent provided the short confirmation code needed to activate the eSIM after scanning the QR code

The chat session lasted over one hour

Then there are extra steps to make sure the phone is using the eSIM and not the de-activated physical SIM

All in all a very disappointing experience

1 Reply

  • MSF's avatar
    MSF
    SMARTY Guru
    16-09-2025

    jak22 Thanks for the 'heads up' on this. I suppose there are teething troubles as a load of people will be requesting the swap. Hopefully it will be smoother soon.

    In fairness, the extra steps to make the phone use the esim aren't really down to Smarty; you simply need to tell the phone where to make its connections.