esim hasn't been sent or activated

Which phone is your son using, iPhone or Android? And did you check the junk or spam folder, those eSIM setup emails get filtered fairly often.

Make sure his phone is on wifi and try restarting it a few times. The eSIM push can get stuck and connecting to wifi is what got it moving for other people.

If the EID was entered wrong, you can't edit the order itself, but in Self Serve go to Mobile Services » select his number » Get help with SIM cards and eSIMs » Manage your SIM card or eSIM and look for the option to request a replacement eSIM. Steps by phone brand are here https://www.koodomobile.com/en/help/esim-and-esim-vouchers

I will flag a rep here as well since it's a brand new line.

If the esim was sent to your son’s phone when it was suppose to be sent to you phone, all you need to do is continue the set up on his phone and then on your phone, start your esim set up and select the “transfer esim from another phone” option to transfer from his phone to your phone.

If you tell us what phone you have we can give more specific directions

Hi there, ​@msarkissian ! 

I verified and in our system the eSIM is provisioned correctly. Please follow the steps listed on the page below in order to download it: 

https://www.koodomobile.com/en/help/esim-on-pixel