topic Esim not Activating in Get Support

Esim not Activating

CRuth — Thu, 07 Sep 2023 01:40:06 GMT

Hi, I've just signed up for a public mobile plan on an esim card. After scanning the QR code for the esim, my phone was stuck saying 'activating' for 2 hours (see screenshot) without ever activating the esim (I was connected to the wifi the whole time). This happened twice and now whenever I scan the QR code it says 'unable to activate.

I have an iPhone 12 and the latest software installed. It says "no SIM restrictions" under carrier lock and I have two IMEI numbers under available SIMs. Is there a way to fix this?

Re: Esim not Activating

softech — Thu, 07 Sep 2023 02:12:36 GMT

@CRuth

reboot the phone once.

After it is rebooted, check Settings->Cellular and see if the eSIM is installed (check any plan associated with PM)

if not, try to scan QR code again and see if it works.

if that still does not work, engage support by messaging 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 not Activating

CRuth — Thu, 07 Sep 2023 02:16:51 GMT

Thank you so much. I've tried rebooting it and nothing changed. And now when I scan the QR code it says 'unable to activate'. I'll message support, thanks again!

Re: Esim not Activating

babasheep — Thu, 07 Sep 2023 03:24:19 GMT

I believe the esim can be tried only up to 3 times before it doesn't work. Either private message support or submit a ticket (if the link works for you - it doesn't always seem to work). Support response time is not immediate and you may need to wait over an hour, especially with the back and forth messaging with the agent. Good luck!