topic Re: They are saying my esim is incompatible in Get Support

They are saying my esim is incompatible

Nazifa2 — Fri, 03 Nov 2023 21:02:29 GMT

I use iphone 14 pro and when i am trying to transfer to esim they are saying my phone in incompatible. What should i do

Re: They are saying my esim is incompatible

softech — Fri, 03 Nov 2023 13:41:19 GMT

iPhone 14 certainly is compatible, sometimes, it is a false negative.

Let's try to confirm the eSIM or try install the eSIM again. Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, 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 eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone , disable those non PM sim (eSIM/Physica sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary and "Turn on This Line" is toggled on)

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: They are saying my esim is incompatible

Nazifa2 — Fri, 03 Nov 2023 13:45:03 GMT

I had the esim in my previous iphone 12 mini but now i am trying to change it to my iphone 14 but its not working

Re: They are saying my esim is incompatible

softech — Fri, 03 Nov 2023 13:47:21 GMT

@Nazifa2

you have the eSIM on your iPhone 12 and you try to "transfer" it to the new phone?

For eSIM with new phone, you have to re-buy a new one for $5.
Yes, while eSIM is "cool", there are disadvantages as well. For eSIM, if you have a new phone, or if you ever wipe your phone, you will have to re-buy a new eSIM again. There is no such problem with Physical sim card.

To rebuy new eSIM, First, download the app on your new phone (the iPhone 14), click ⊕ or ⧁ at the bottom left to bring up the menu and go to Subscription & Add-on page, scroll down to the bottom and click Shop SIM Card Now. You can buy and install eSIM from there

Re: They are saying my esim is incompatible

Nazifa2 — Fri, 03 Nov 2023 13:53:00 GMT

i tried buying it for the new phone but it doesnt work

Re: They are saying my esim is incompatible

softech — Fri, 03 Nov 2023 13:54:32 GMT

@Nazifa2

what exact error you got , the incompatible error?

Try to uninstall the PM app on your new phone first, then clear cache on the default browser on the phone. Try reinstall PM app and try buying again

if issue presists, please open ticket with 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: They are saying my esim is incompatible

computergeek541 — Fri, 03 Nov 2023 15:52:26 GMT

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 20:03:36 GMT

I cannot see anything

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 20:04:00 GMT

I tried everything but doesnt work

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 21:45:05 GMT

Hi so can u imagine even after a month your public mobile cannot fix my issue. I am getting very frustrated. I went to the telus kiosk today and they said there is nth they can do. It is still saying incompatible. All they did is provide me a free sim card but that is not even working. Please for gods sake fix ur error.

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 21:47:36 GMT

When i transferred from physical sim to esim, the previous sim stopped working. How do i get the physical sim with the same number again

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 22:11:27 GMT

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 22:11:50 GMT

This is the ss of my iphone 12 mini

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 22:12:36 GMT

And this is the iphone 14 pro

Re: They are saying my esim is incompatible

hTideGnow — Mon, 13 Nov 2023 22:14:30 GMT

HI @Nazifa2

you just need to reboot your phone once

and on that screen you see, network selection, choose Public Mobile

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 22:23:32 GMT

I did but it doesnt work

Re: They are saying my esim is incompatible

hTideGnow — Mon, 13 Nov 2023 22:26:03 GMT

HI @Nazifa2

SOS error. I think just a eSIM setup problem on the system

Please submit ticket with CS agent and they can fix it quickly

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

Re: They are saying my esim is incompatible

dust2dust — Mon, 13 Nov 2023 22:26:19 GMT

Did you use the app on the 14 and buy and install the esim? Did you get a physical sim card as well? You can log in to your account to change sim to the physical card if that's what you need to do. But only a new never used card.

Re: They are saying my esim is incompatible

Nazifa2 — Mon, 13 Nov 2023 22:29:14 GMT

I did as u instructed

Re: They are saying my esim is incompatible

hTideGnow — Mon, 13 Nov 2023 22:30:20 GMT

HI @Nazifa2

great. keep checking the community inbox for PM agent's reply. let us know how it turns out