Hello @Sunrise_Team,
I am stuck in a loop and cannot get out of it through self-service.
I moved from a Galaxy S22 Ultra to a Galaxy S25 Ultra. The Samsung device-to-device eSIM transfer never worked — it hung forever at “Checking for SIMs on your other phone” even with all the listed conditions met on the old phone. So I removed the eSIM profile from the S22 Ultra in order to install it on the new one. The old activation code had already been consumed and would not install anywhere, so I now have no working profile on any device.
I then ordered a new eSIM in My Sunrise (Order new SIM / eSIM > Still in use > eSIM) and completed the required CHF 20 top-up. My credit went from 20.- to 40.-, so the top-up condition is satisfied.
My Sunrise now shows:
- eSIM status: Pending
- “SIM Not Ready — Your Sim is not ready to be activated”
- “We sent you a SMS to confirm the SIM change. Please click on the link in the SMS to confirm the order and then download your eSIM profile.”
This is the deadlock: I need the SMS link to release the profile, but I need a profile to receive the SMS. There is no device attached to the line at all, so the confirmation SMS cannot reach me by any means.
I am also currently abroad and cannot receive post at my registered Swiss address, so a QR code sent by letter is unfortunately not a workable solution for me.
Could someone please confirm the pending SIM change internally and release the profile so the QR code / activation code becomes available for me to download in My Sunrise? I can provide my customer number, phone number, and the new device’s EID and IMEI by private message.
I have deliberately not clicked “Cancel eSIM change”, as I did not want to risk making the situation worse.
This is my main number and my banking authentication is tied to it, so any help would be very much appreciated.
Thank you.