topic Esim in Get Support

Esim

Sarah0110 — Sat, 09 Sep 2023 23:36:20 GMT

Hello,

I am a new subscriber and I tried to also subscribe my daughter but the eSIM installation was unsuccessful. Can you please assist?

Thank you

sarah

Re: Esim

hairbag1 — Sat, 09 Sep 2023 23:46:27 GMT

@Sarah0110

each account is separate, and you need a unique email address. Use the PM app to activate her new account.

added...here's a link to message CSA if you really need their help...

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

Re: Esim

Ermina — Sat, 09 Sep 2023 23:40:23 GMT

Does her phone model allow for an e-sim? Make sure to check in settings!

Re: Esim

maple_leaf — Sat, 09 Sep 2023 23:43:51 GMT

Hello @Sarah0110 , Without more information, I'm asking some basic troubleshooting questions here to determine what might have happened. Were you activating the eSIMs using the Public Mobile app installed on each of your phones? How far into the activation process were you able to get? Did the eSIM actually install, but just not connect to service? When you log into your online account now, what do you see? What type of phone do you each have (iPhone or Android)? Did you check the eSIM compatibility?

eSIM FAQs:
https://www.publicmobile.ca/en/on/get-help/articles/esim-faqs

eSIM Support for iPhone:
https://support.apple.com/en-ca/HT212780
eSIM Support for Google Pixel:
https://support.google.com/pixelphone/answer/9449293?hl=en#zippy=
eSIM Support for Samsung:
https://www.samsung.com/ca/support/mobile-devices/galaxy-esim-and-supported-network-carriers/

Link to PM CS_Agent:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Monday to Sunday 9 AM to 10 PM EST

Re: Esim

softech — Sat, 09 Sep 2023 23:47:48 GMT

@Sarah0110

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you automatically, or you will get a QR code to install yourself.

If you missed the step, 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 another active sim on the phone , disable them (eSIM/Physica sim) using the SIM Manager on the phone or remove the physical sim.
And make sure the one associated with PM sim and your phone number is enabled (On iPhone, "Turn on This Line" under Settings->Cellular).
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: Esim

Sarah0110 — Sun, 10 Sep 2023 16:43:15 GMT

Thank you very much this was super helpful and I was able to activate her plan 🙂