topic Re: Selected esim at checkout. Phone not compatible in Get Support

Selected esim at checkout. Phone not compatible

Kennedyh — Mon, 27 Nov 2023 18:02:14 GMT

I selected e sim at checkout when I got my plan. My phone isn't compatible so I got a physical sim card. Everything i try to activate it tells me the phone is esim not compatible.. how do I change it to physical sim

Re: Selected esim at checkout. Phone not compatible

hairbag1 — Mon, 27 Nov 2023 18:03:31 GMT

@Kennedyh

delete the qr for the esim...then try again.

Re: Selected esim at checkout. Phone not compatible

Chalupa_Batman — Mon, 27 Nov 2023 18:04:16 GMT

You need to order a physical SIM card by either contacting your local Telus stores first to see if they have them or order from Amazon. Don't buy directly from PM as it's 3 weeks wait. Once you've got your SIM, log in and change it in the profile settings.

Amazon

Re: Selected esim at checkout. Phone not compatible

Teo0321 — Mon, 27 Nov 2023 18:05:37 GMT

Hey @Kennedyh,

Check this out: https://www.publicmobile.ca/en/bc/get-help/articles/get-a-sim-card

You can submit a ticket to a customer support agent using this link: CS Ticket Submission if you still need help.

Re: Selected esim at checkout. Phone not compatible

Kennedyh — Mon, 27 Nov 2023 18:04:52 GMT

I said I have the sim now don't see a qr code.

Re: Selected esim at checkout. Phone not compatible

hTideGnow — Mon, 27 Nov 2023 18:05:13 GMT

HI @Kennedyh

if you can login My Account, then you can update the physical sim card quickly yourself

you need to get passed the 2FA process, click Didn't receive code and select send email. Once you are in, go to Profile page, click the edit pencil besides sim card and update it

if you cannot login, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Selected esim at checkout. Phone not compatible

BKNS27 — Mon, 27 Nov 2023 18:05:20 GMT

@Kennedyh

What is the make and model of your phone?

Re: Selected esim at checkout. Phone not compatible

Kennedyh — Mon, 27 Nov 2023 18:05:36 GMT

I don't see profile setting I see download the app to activate your esim

Re: Selected esim at checkout. Phone not compatible

hairbag1 — Mon, 27 Nov 2023 18:05:52 GMT

@Chalupa_Batman

OP has a new hard sim already !! 😖

Re: Selected esim at checkout. Phone not compatible

Kennedyh — Mon, 27 Nov 2023 18:19:24 GMT

this is the page it shows me when I logged in. There's nowhere to change sim or anything

Re: Selected esim at checkout. Phone not compatible

Kennedyh — Mon, 27 Nov 2023 18:20:12 GMT

S20 5g

Re: Selected esim at checkout. Phone not compatible

BKNS27 — Mon, 27 Nov 2023 20:16:05 GMT

@Kennedyh

There are 2 versions for the Samsung S20 5G model.

One with dual nano SIM and the other one is nano SIM and eSIM.

i guess you have the dual SIM version.

Re: Selected esim at checkout. Phone not compatible

Kennedyh — Tue, 28 Nov 2023 11:28:09 GMT

Yes and I still can't figure out how to change to psychical sim. I'm hoping cs reply to me today