topic Re: Activation in Get Support

Activation

Nishka777 — Sat, 16 Sep 2023 15:36:03 GMT

Hello, I am attempting to activate. The plan is purchased but it wants an e sim and i purchased a physical sim. It just keeps telling me my phone is not compatible with an e sim. I cannot get around it. Help

Re: Activation

hairbag1 — Sat, 16 Sep 2023 15:37:18 GMT

@Nishka777

just for info...what kinda phone you using. Sometimes PM has incorrect info.

Re: Activation

softech — Sat, 16 Sep 2023 15:39:40 GMT

@Nishka777

is your phone e-SIM compatible?

if you have not completed the purchase, go back and start the activation again using the PM app on the phone. The app will confirm it is eSIM comptible and will choose that for you at Step 3.

Check this eSIM activation guide prepared by @Priority

https://productioncommunity.publicmobile.ca/t5/Get-Support/e-SIM-Activation-Guide/m-p/1020154#M711335

Add: If you already installed the app and was using it, uninstall the app first, reinstall and try again

Re: Activation

Nishka777 — Sat, 16 Sep 2023 15:41:07 GMT

it is not that is why i purchased a physical sim at telus

Re: Activation

softech — Sat, 16 Sep 2023 15:43:07 GMT

@Nishka777 the other way around 🙂

then at Step 3, click "I already have a SIM card" at the bottom of the screen

again, use the app to activate if you have not done so, or reinstall if you are using the app already

Re: Activation

Nishka777 — Sat, 16 Sep 2023 15:51:32 GMT

that is not an option it just wants to use an e sim or take me to support

Re: Activation

Nishka777 — Sat, 16 Sep 2023 15:52:42 GMT

i did uninstall and reinstall same thing no step 3

Re: Activation

Nishka777 — Sat, 16 Sep 2023 15:54:08 GMT

also i purchased the plan a week ago

Re: Activation

dust2dust — Sat, 16 Sep 2023 15:56:54 GMT

It would seem you had left, or inadvertently chose, the selection for esim during that initial sign up. Logging in to the app with the intention of finishing (which is required), what can you do at this point?

Re: Activation

hTideGnow — Sat, 16 Sep 2023 18:26:10 GMT

hi @Nishka777

if paid already, account already setup, can you login My Account to change/update the sim number?