Hi,
On Friday I picked up my iPhone 16 Plus from the Odido Store and I tried to transfer my data from my old iPhone. I had an eSIM on my old iPhone and I asked the representative at the shop if I need to get a new eSIM since I knew that those are attached to the phone and he assured me that the eSIM can be moved while migrating. I migrated my data after I got home and the SIM was moved as well. But unfortunately I got an error that the SIM could not be activated and I should contact Odido. I tried to order a new eSIM in the Odido app, thinking that something went wrong with the transfer but still nothing. In the end I went back to the store and we tried a couple more SIMs and eSIMs but none worked. I noticed in the evening that in the Odido app the ICC number didn’t correspond to any SIM I tried that day so I tried to reach Customer Support on X. They didn’t reply after 30 mins so I borrowed a phone from a friend to call Customer Service. I sent via email the passport image and still no luck. The team on X replied meanwhile  and I gave them the same info and they tried too, but no luck. I went to the Store in my town again today and we tried an eSIM and a normal SIM too but no luck again.  So at the moment I don’t really know who to contact and how to solve the situation. I tried to use a physical SIM from another provider to double check that the new phone is not broken and the network got picked up right away.

Thanks!