Dear Jawwy support team,
I recently ported my mobile number from Mobily to Jawwy. The port-in process was completed successfully, and my SIM is now active — I can make and receive calls, and my plan details are visible in the Jawwy app.
However, when I try to replace my physical SIM with an eSIM through the Jawwy app, I face the following problems:
The system only shows the delivery address page and not the eSIM option, or
It gives an error message such as “Contact number can’t be same as the number being replaced” or “Number should match ID.”
I have already tried logging out, reinstalling the app, and using a different contact number, but the issue still persists. I also called the Jawwy helpline and visited an STC store, but they advised me that this can only be resolved through the Jawwy support team.
It has now been more than a week since my port-in was completed, so I kindly request you to:
Refresh my account and ID linkage in your system, and
Enable the eSIM replacement option for my Jawwy number.
Issue: Unable to change physical SIM to eSIM – error “contact number can’t be same / number should match ID”
Date of Port-In Completion: 22/October/2025
I would appreciate it if you could refresh my account manually and notify me once the eSIM replacement option is enabled.
Thank you for your support and assistance.
