Sorry, you can't activate your eSIM right now' error message

[fmrdmf]

Hi

In My Vodafone, I clicked 'Activate my eSIM,' expecting it to take me to the menu where I could get a new eSIM, as it normally would. However, instead of that, I received a 'Sorry, you can't activate your eSIM right now' error message.

This is a new account and line, but as a previous Vodafone customer, I remember that sometimes the process would lead directly to eSIM provisioning, while other times it would show an error like the one I received.

My question is: What’s the reason for these errors? Is there some restriction in place for new accounts or accounts where the eSIM or physical SIM has been recently swapped? If such a restriction exists, wouldn’t it be helpful to provide an explanation instead of just displaying an error message?

Thank you.

[fmrdmf]

Anyone ?(((

[Janey]

Hi @fmrdmf Apologies for the delay in our response. We'd love to help you get to these bottom of this error! To allow us to look into this further, please drop our social team a message directly here. 

[fmrdmf]

I've already tried contacting you on Facebook, but it felt like talking to a brick wall. To make things worse, your agent asked me twice whether my SIM was lost or stolen, despite me explaining that it wasn't—I was just curious about the error. The agent then told me to reach out again only when I actually decided to swap SIMs. I've now written to your head office, hoping they'll be more helpful.

[Janey]

Ah I'm sorry we've left you feeling that way @fmrdmf 

There isn't really general answer to this question, there is no restriction for new connections or line with recent swaps. I suspect this is why the agent asked to reach back out when you start the SIM Swap process - to help us identify that the issue might be. That being said, if you're getting an error at this preliminary stage, investigating your account might be helpful in getting an understanding on why it's occurring. Hopefully the agent can take a closer look into that instead, if you're not looking to swap the SIM yet.

[fmrdmf]

I gave the agent my account details. It didn't look as if they were keen to investigate though.

[fmrdmf]

And you're right re "preliminary stage", that was what got my attention, the fact that the error popped up even before I would be given the chance to actually initiate a swap process. I remember the exact same thing with my previous account - one day there's that error, another day - there's no error and you are taken to the step-by-step swap screen. So, I was wondering re possible limitations.

[Janey]

I totally get what you mean, it'd be worth understanding what has prompted the error so we can ensure a smooth journey for you. Please do drop the team another message so they can investigate further and ask the agent to check your account.  Let them know you've posted here too.