Hi @MeredithLB 

You can't request a code by email, it's only by SMS.

How far in the activation proces were you, did you receive the SMS code and entered it?
If so then you can try if this works, first remove the esim (if installed) and then (re)install it again, if you're in luck it will work without needing a SMS code.

If it doesn’t work you'll need to get another simcard.
You can request one via KPN customer service 0800-0402 (mo to fr 08.00 - 18.00, sa 08.00 - 17.00) or get one in a KPN shop.

See also:

HI, thanks! I had already entered an activation code and my physical SIM was made ‘unusable’. How do I remove the eSIM? Block and then unblock it? I have an Android.

Hi,

If you can't remove it from within the KPN app then go to mobile setting on your phone and remove it there:

How to remove an Android eSIM

On your Android phone:

1. Navigate to Settings > Network & internet > Mobile network. 
2. Tap the eSIM you wish to delete.
3. Hit Delete SIM. 
4. Optional: If there's a required password to delete your Android eSIM, head to Settings > Security > Advanced > Confirm SIM deletion.

Thanks, the eSIM is not visible there. I do have the original PUK and SIM number from the physical card. 

Those code are not valid/usefull anymore.

You can try to install the e-sim again, if it works and becomes active then your done and test if you can make a call and/or use mobile data.

If not go to a KPN store of call the customer service for a new simcard.

The sim card is still in MyKPN app as if it was still working, so I don't know how to install it again. IF I go to simkaart vervangen and to E-sim - I can start the process (again) then they send me the activation code, but I can't receive it…

I really appreciate your help!

In the KPN app  you should go to mobiel and then choose activeren, if you don't get that option or it still sends an activation code then you’re not in luck and need to get another simcard from KPN.

Hi Meredith! Welcome at the KPN Community. Hopefully you have resolved this issue otherwise you should contact customer support or visit a local KPN Store for further assistance.