Hi ​@Gavin,

Thanks for your message. I'm sorry to hear about losing your phone. At Simyo we don't work with QR codes to install eSIM.

To activate eSIM, go to the My Simyo app on the device where you want to use the Simyo number. Once logged in, go to Instellingen > Simkaart. At the bottom, you will see the option to install the eSIM. When you choose this option, you will receive an SMS with a validation code.

Sometimes, the verification SMS may not be received. If you haven't received a code, you can verify that the number is yours by making a €0.01 iDeal payment. On the page where you would normally enter the 6-digit validation code, you will see the option "No access to SMS messages?" at the bottom of the screen. Then select your bank and complete the payment.

Please note: If you don't get the option to download the eSIM through an iDeal payment, it may be because the account number is not known or has changed in the last 7 days. If you can't receive the validation code per SMS you can send me a private message. I will then send you the validation code per e-mail. 

Once you have entered the code, it is important to remove the physical SIM card from the device if you are using one. After this, the installation process on iPhones and Android devices is slightly different:

Installing eSIM on iPhone: After entering the validation code, you can indicate whether you want to use a physical SIM card in addition to the eSIM or only the eSIM. If you are using only the eSIM, you don't need to set any preferences. If you are using both the eSIM and a physical SIM card, you need to specify separately which SIM card you want to use for calling, internet, and iMessage. If you make a mistake, you can always change the choices through the settings of your iPhone. Do this only after you have fully installed the eSIM, otherwise, the eSIM will not download correctly and the application will fail! Once you have indicated all this, tap on "download eSIM" to complete the application.

Installing eSIM on Android: On Android devices, you don't need to specify this per function, but you can indicate whether your eSIM is the 'primary SIM card' or if the physical SIM card is. After this, you just need to tap on "download eSIM" and the application will be completed.

Please note that the installation of eSIM sometimes can't be completed on phones that are purchased from abroad because the software does not allow it. In this case, you cannot use eSIM.

After following these steps, it is important to restart your device. After this, the eSIM can be used immediately! Can you please let me know if this works? 

Greetings,
Seren