Hello Kaydub1,
Welcome to the community!
Sorry to hear your brother lost his phyisical SIM card. However, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we be able to order a new SIM for him.
In general, customers are able to manage their SIM card information via My Account --> My Usage. From your Dashboard, the option to Manage SIM is near the bottom of the page under Quick Actions. However, since he has lost his physical SIM card, I don't believe he will be able to use the online system to obtain an eSIM. As you note, part of the process requires responding to a verification text sent to the current SIM, which he unfortuntely no longer has. Usually, customers in similar situations would need to go to a store to obtain a replacement SIM or eSIM so their identity can be verified.
If he would like to discuss the matter and see if they are able to verify his identity from abroad, he would need to contact customer service. I understand he is currently abroad. I also understand you may be trying to address the matter for him. However, if the line is in his name, I believe he would need to provide the verification. They do have a contact number which can be accessed from outside of Canada. . In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
**edit**
@kaydub1 wrote:
... sim card where the contact for his air bnb is. ...
Unfortunately, if the contact information for the AirBnB was saved to the physical SIM card, I don't think a new eSIM will retain that contact information. Information saved to the SIM card would only be available on that particular SIM card. A new eSIM would only allow him to use Fido services abroad. **
Hope this helps 😀
Cheers
