topic Re: Activating an ESIM in Get Support

Activating an ESIM

siddpo — Fri, 18 Aug 2023 17:56:18 GMT

Hello, I just purchased a Public Mobile plan, when I was purchasing the plan, it asked for my phone IEMI and it said my "phone is compatible with 5G and ESIM." (SAMSUNG S20ULTRA)

After I purchase the plan, I downloaded the app, and tried to activate the ESIM. I get the message "PHONE IS NOT ESIM COMPATIBLE"

What do I do now?

Re: Activating an ESIM

softech — Fri, 18 Aug 2023 17:59:11 GMT

@siddpo your phone is eSIM compatible

there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step), try to reboot your phone once.

If it still does not connect and if you have any active sim on the phone , disable them (eSIM/Physica sim) or remove the physical sim. Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, please open ticket with PM support

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: Activating an ESIM

hTideGnow — Fri, 18 Aug 2023 18:01:27 GMT

HI @siddpo

might be just eSIM installation problem. Not sure if PM needs to regenerate you a new one, submit a ticket with agent here

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

Re: Activating an ESIM

siddpo — Fri, 18 Aug 2023 18:14:02 GMT

There is no QR code in the welcome email. I installed the app and tried to activate from there.

Re: Activating an ESIM

Oakestester — Fri, 18 Aug 2023 22:02:07 GMT

My friend just went through this. The S20 is *not* e-sim compatible in Canada. You'll either need to pick up a physical sim, or root the phone and flash the US firmware 😞