can't change sim to esim

From customer service.   I know how convenient it can be to update the SIM card on your own without having to work with customer care and I want to be upfront that at this time that functionality is not available and all SIM card changes including those to eSIM must go through our customer care teams. This is something we're exploring bringing back in the future, but we do not have any estimated time for when that will be. 

If you would like us to assist with updating to that EID then we would need to send you a one-time PIN via text message and once verified we can update it for you. May I send that one-time PIN to you now?