topic Re: I can not login app - I can’t setup eSim loop in Get Support

I can not login app - I can’t setup eSim loop

Merter — Mon, 06 Nov 2023 14:15:19 GMT

Hi , just got a new subscription and paid for my eSim as well as 3 months plan

i then downloaded the app, login with my email

then the twist came in to play and the app asks me to confirm full access. It says a 6 digit code to be sent to my new mobile number which I don’t have access because I can’t setup my e-sim yet.

I can not proceed with the app , how can I get out of this loop?

Re: I can not login app - I can’t setup eSim loop

mojorising — Mon, 06 Nov 2023 14:17:44 GMT

Do you see an option where it allows you to select to have the 6-digit code sent via email?

Re: I can not login app - I can’t setup eSim loop

Merter — Mon, 06 Nov 2023 14:20:48 GMT

Nope

Re: I can not login app - I can’t setup eSim loop

Merter — Mon, 06 Nov 2023 14:23:07 GMT

Btw I also did not received any emails regarding my new number nor payment or instructions to follow. I don’t know / remember my new phone number now .

Re: I can not login app - I can’t setup eSim loop

hTideGnow — Mon, 06 Nov 2023 14:29:48 GMT

HI @Merter

usually you will get your eSIM qr code on email and you can manually scan and install

but since you don't have such email , you will need support to help out.

please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: I can not login app - I can’t setup eSim loop

Missjade69 — Thu, 09 Nov 2023 23:54:59 GMT

I am too stuck in the frustrating loop and cannot get around it

Re: I can not login app - I can’t setup eSim loop

Merter — Fri, 10 Nov 2023 14:31:40 GMT

Hello I am sorry to hear that you are having the same issue. I have contacted to customer support from below given link

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

they eventually asked me to get a SIM card from local store and finalize the confirmation part with the help of regular sim. Then if you want you can get a new eSIM and activate it trough the app. Public mobile also compansated me 10 CAD for sim, 5 for eSIM.
the compansation part shows that they care but overall the process was annoying

I thank them anyways

Re: I can not login app - I can’t setup eSim loop

hTideGnow — Fri, 10 Nov 2023 14:36:34 GMT

HI @Merter

so, issue resolved? glad you opened the ticket as advised and all working now . To me, using a physical sim is better, you can switch phone without buy another one.

So, what phone do you have and eSIM does not work?

Re: I can not login app - I can’t setup eSim loop

Merter — Fri, 10 Nov 2023 16:33:30 GMT

My phone is iPhone 14

It works fine with eSIM but my problem was activation related. Anyway your message was great help, thanks so much