Issue with getting a new esim for my new iphone

esantiag

Hello, I’m trying to transfer my existing eSIM from my old iPhone to my new iPhone. I read that I need to order and activate a new eSIM. When I try to do that, I get stuck on the identity verification step that asks me to validate the card ending in {{lastFourdigit}} associated with the plan. The actual last four digits don’t appear on the page.

I enter the correct card number, but when I click Next, the page doesn’t move forward. It just stays on the same screen without showing any error. I confirmed that I’m entering the correct card number by checking my default payment method. I also tried using Microsoft Edge in private mode and Chrome in incognito mode, as suggested by the chat bot, but neither worked.

Has anyone else experienced this issue? I’m just trying to transfer my existing plan to my new phone.

Whizz

Hello esantiag,

I’m sorry to hear about that.

If you are receiving a message indicating that your identity needs to be verified, and nothing happens when you try to confirm it, you will need to contact our Customer Service Support team so they can complete the verification with you.

Please reach out to support via chat, where you will be asked to provide the required verification documents, by clicking on this link: https://fizz.ca/en/support

As mentioned in our FAQ, when this message is displayed, identity verification must be completed directly through Customer Support before the process can continue. You can review the FAQ at point 1, subpoint 2 for more details here: https://fizz.ca/en/faq/how-can-i-change-sim-associated-my-mobile-plan

Once the verification is completed, the team will be able to assist you further.

Thank you for your understanding, and please let us know if you need any additional help.

Have a good one! 
Alexandra, Community Moderator