topic Re: Esim in Get Support

Esim

Twister — Tue, 01 Aug 2023 11:45:28 GMT

@CS_Agent
Asking for a friend, as she is unable to use her phone because it's on SOS.

She purchased a plan and an esim. Her phone showed it was esim compatible, but hours later she received a message that the esim was not compatible. We've been trying to reach customer support to resolve the issue.

She tried scanning the QR code but that didn't work either. Help!

Re: Esim

softech — Tue, 01 Aug 2023 11:53:01 GMT

@Twister

what kind of phone she has?

Most phone with eSIM should be compatible. If it is just eSIM installation issue, PM support would be able to help. It is is really incompatible, then your friend might have to get a physical sim card instead. But message support to confirm first. She can message them here :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Esim

Twister — Tue, 01 Aug 2023 11:58:28 GMT

Thanks for the info. She has an iPhone 14?

I clicked on the link and it took me to private message but there was no option for me to write a message.

Re: Esim

softech — Tue, 01 Aug 2023 12:07:17 GMT

@Twister

iPhone 14 should work with eSIM

the link was correct, it should allow to private message CS agent. try the link again:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

If still unable to write message to agent there, the click this link to CS agent's profile: @CS_Agent , then click the button Send a message and you can message them

Re: Esim

Handy1 — Tue, 01 Aug 2023 12:09:54 GMT

@Twister Please submit ticket with support to help you fix

private message To CS_Agents click

VVVVV Link below VVVVV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Esim

BKNS27 — Tue, 01 Aug 2023 14:35:13 GMT

@Twister

Strange that her iPhone 14 is not compatible. It should work.

Try going to her registered email on the account and scan the QR code from the email.

If that fails, contact a CS_Agent to further assistance.