topic Re: Need urgent help in Get Support

Need urgent help

Asad2 — Sat, 02 Sep 2023 15:53:45 GMT

Hello, I recently activated an esim from a different account , but because of some error, I was not able to add that esim to my mom’s phone, now she has no access to the sim or the number(we don’t even know the complete number), and the number is activated, can we somehow get the esim back?

we need the sim, but she is not able to login, tried forgot password and putting incorrect pins, but nothing is working.

we either need the sim back, or need to cancel any further auto payments for that simcard.

please help.

Re: Need urgent help

Asad2 — Fri, 01 Sep 2023 19:21:07 GMT

Basically I don’t have the number, nor the sim, nor have the eversafe id made…

if only I can get the sim number back or get the autopaents cancelled, anything works for me.

Re: Need urgent help

Handy1 — Fri, 01 Sep 2023 19:21:38 GMT

@Asad2 Please submit with support using this direct link to help

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Need urgent help

LitlLdy — Fri, 01 Sep 2023 19:31:26 GMT

@Asad2 wrote:
Hello, I recently activated an esim from a different account , but because of some error, I was not able to add that esim to my mom’s phone, now she has no access to the sim or the number(we don’t even know the complete number), and the number is activated, can we somehow get the esim back?
we need the sim, but she is not able to login, tried forgot password and putting incorrect pins, but nothing is working.
we either need the sim back, or need to cancel any further auto payments for that simcard.
please help.

@Asad2 , is there a QR Code that you can scan in the welcome email? What type of error was received? Have you tried resetting the network settings & rebooting the phone. Depending on the error this was worked for some people & can you see in in cellular settings the option to “ Turn On This Line “ (for iPhone ), (I am not positive where the setting is on a different phone to turn it on, possibly ‘Turn on your eSIM under Mobile Network’) ?

Edit: If none of those then please use @Handy1 suggestion to send a private message to CS_Agent for help.

Re: Need urgent help

Asad2 — Fri, 01 Sep 2023 19:30:33 GMT

I have tried, the esim was never downloaded to the phone, there is no “turn on this line”

I have used esim’s before, never faced this issue

Re: Need urgent help

LitlLdy — Fri, 01 Sep 2023 19:32:54 GMT

@Asad2 wrote:
I have tried, the esim was never downloaded to the phone, there is no “turn on this line”
I have used esim’s before, never faced this issue

@Asad2 , and no QR Code to scan in the welcome email?

Re: Need urgent help

BKNS27 — Fri, 01 Sep 2023 21:42:51 GMT

@Asad2

Did you dial 1-855-4PUBLIC and see what the current status of your account?

It is still subscribed/activated?

You will need all the credentials for the CS_Agent to help you access her account.