topic Re: broken phone in Get Support

broken phone

kr_shaw70 — Fri, 27 Mar 2026 03:37:48 GMT

My phone is broken. I had an e sim card. How do I transfer it to a new phone?

hairbag1 — Fri, 27 Mar 2026 00:18:54 GMT

remove sim from old cell...install in new cell and you should be good to go.

If new cell needs esim; download the app to new cell, log in to your account and buy the esim. It should end up being a free replacement esim.

kr_shaw70 — Fri, 27 Mar 2026 00:22:34 GMT

I will give it a try

hairbag1 — Fri, 27 Mar 2026 00:23:45 GMT

@kr_shaw70 wrote:
I will give it a try

to clarify...was old cell using a hard sim or an esim ?

kr_shaw70 — Fri, 27 Mar 2026 00:26:22 GMT

The old phone had an e sim card. The challenge is that it keeps wanting to send the code to the phone number which we do not have

computergeek541 — Fri, 27 Mar 2026 00:28:35 GMT

hairbag1 — Fri, 27 Mar 2026 00:32:17 GMT

@kr_shaw70 wrote:
The old phone had an e sim card. The challenge is that it keeps wanting to send the code to the phone number which we do not have

after a couple of failed attempts, you should get the option to have the code sent to your email.

added...if that still doesn't help; click this link to start the process to dm Customer Support.

Once you've downloaded the app to your new cell and logged in to the account, you can buy a new esim and it'll be a free replacement esim.