Has the eSIM never been installed?
You probably don't need a replacement. Use Resend instructions first, as described in Solving a Failed eSIM Installation.
Users can also do this themselves in the Telgea app: My eSIMs → Replace eSIM.
Things to keep in mind
Replacing an eSIM stops service on the current device immediately.
A line can be replaced once every 30 minutes. German lines can be replaced once a day, and no sooner than 24 hours after a port-in.
The user should delete the old eSIM from their phone before installing the new one, so they don't mix the two up.
Steps to replace a user's eSIM
In the Telgea portal, go to People and select the user who has the number.
Open the Number Info tab.
Click Replace SIM and confirm.
Once the new eSIM is ready, the user gets an email asking them to install it from the Telgea app.