Additional handset

[hazelss]

I have a new additional handset and esim but which was delivered today but unable to activiate esim as its not linked to my sky account ? Any ideas of how i rectify as can't get through to speak to anyone on the phone 

[caesarome]

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@hazelss wrote:

but unable to activiate esim as its not linked to my sky account ? 

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Not sure I understand this so is the error message you are seeing when try to activate it, if so are you logged in with the correct details that you used when ordering the phone and esim ?

[hazelss]

I ordered it through sky.com as the link through the my.sky app wouldn't work. My email is correct on the new order, and even visited the sky help stand in the shopping centre and they could see the order but when i open my.sky it only holds the original phone details which is my daughter uses. This 2nd new handset and new esim is for me but I can't activate the esim. Not sure how I link the order with my account?

[caesarome]

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@hazelss wrote:

but when i open my.sky it only holds the original phone details which is my daughter uses. 

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That suggests it is on a different account for some reason so you will need to call Sky about this so if your daughters phone has a Sky sim in it then 150 is the number to call them on.