2022-12-22 Update (Ultra Mobile App can convert physical cards to eSIMs by itself.) You can also change your device with a self-service eSIM)
Upgrade to the latest version of Ultra Mobile App (version 1.2.28). You can convert the ultra mobile physical card to eSIM in the ultra mobile official app, and you can also support changing eSIM devices. Or eSIM converts to a physical card.
There is no need to contact Ultra Mobile human customer service.
You can switch eSIMs 2 times for free within 12 months. After more than 2 times, you will be charged $3 per time.
How to do it:
First, download the latest version of the Ultra Mobile App (Google Play Store or Apple US Store, version 1.2.28 or above)
If you are an eSIM phone, log in to your physical ultra mobile paygo account and select it in that order
In the lower right corner, click Account – Change Device – Switch to an eSIM – Confirm Device – Confirm the cost to convert. (Changing eSIM devices is also an option)
There is also a menu below Continue using physical SIM card to convert eSIM to a physical card, but you need to have a US address to receive the delivery and send you a converted physical SIM card.