I accidentally deleted my esim for my phone

[cjyeung88]

I accidentally deleted my esim. I have talked to tier 1 technical support. They told me to call validation team. I did and they said I was validated but could not do anything about the esim. They transferred me to customer service and told me to go to a rogers store with two pieces of ID? The store could not reactivate my esim? I'm getting run around in a circle.

Can someone from Rogers tell me what I need to do to reactivate my esim so I can use my phone again

*Added Labels*

[RogersMoin]

Hello, @cjyeung88.

Thank you for joining our Community and sharing your accidental eSIM deletion incident. We appreciate you taking the time to provide us with the details of your experience.

An eSIM, once deleted, can't be reactivated or reused. However, you should be able to create a new eSIM for your telephone line/number.

From a desktop/laptop browser like Chrome or Edge, go to rogers.com, sign in and navigate to Change SIM:
Overview >> Scroll down to the CTN >> Click Manage >> Under My Device >> Manage SIM >> Change SIM.

If you can't sign in because you can't verify, please visit a Rogers Corp Store and ask for a new eSIM instead of mentioning reactivation.

I hope this clarifies the next steps. Please keep us posted. 

Cheers,

RogersMoin

[cjyeung88]

Thank you for a honest reply! I did everything you suggested and I came to a page that says “confirm it’s you” and it sent a verification code to the number that I deleted the eSIM. Because I deleted the esims, I’m not able to receive the verification code and I’m stuck at this step.

May you tell me the next step?

[RogersMoin]

I appreciate you trying the suggested steps, @cjyeung88. Can you go to Settings >> MyRogers Profile >> Update MFA Settings and ensure both email and wireless number are ON?

When you have both ON, you can opt for email to receive the verification code.

If this fails, please visit a Rogers Corp Store, as suggested earlier. 

Cheers,

RogersMoin

[cjyeung88]

Thank you.

I went to “update MFA setting” and my email address is “on” but the “wireless recovery number” is “off” and it will not let me turn it to “on”.

Is there another way?

[cjyeung88]

Update. I have another rogers mobile number and was able to change the MAF to my email and the other mobile number I have.

I went back to “manage my SIM” then “change SIM” and when I hit that button I get “change SIM locked. The change SIM transaction is locked for security reasons due to multiple unsuccessful sign-in attempts. Please try again later”

What is my next step?

[RogersMoin]

I'm afraid not. If you keep trying multiple times, your account may lockout for security reasons. I suggest logging out of MyRogers and trying the store route in the morning. 

You may want to check for the nearest Store and book an appointment if necessary.

All the best!

Cheers,

RogersMoin

Edit:

I just saw your latest response; I feared your account would get locked out for trying multiple times. Please give it a try in the morning before heading to the Store. 

[cjyeung88]

How can I unlock the “manage SIM”?

I tried to go to a rogers store but they were not able to help me.

Is there anyone at rogers, with overall authorization, to just hear my issue and address my issue?

I have spent 6 hours attempting to fix this today alone.

[cjyeung88]

Update.

I went to a Rogers store and they gave me a new eSIM. Tried to activate it in store. Did not work. Then they gave me a physical SIM and that did not work.

Basically the number I have with this phone (both new number and new phone from Rogers) is not working. It's being blocked on the back end or something is wrong with the number in a way the Rogers is not allowing me to use the number.

May someone at Roger assist me with this.

[LordDrakkon]

You can't acticate a new SIM for the one you accidentally deleted while your change SIM option is locked due to the many unsuccessful attempts. You need to wait for that to clear before you can activate a new SIM for that number. How long that is, I am not sure.