topic Re: Activation from esim to physical sim in Get Support

Activation from esim to physical sim

JC24 — Wed, 29 Nov 2023 15:20:32 GMT

Hi all,

I got in on the Black Friday deals. Like most, I checked my IMEI number on the site for esim compatibility and it said my phone was compatible with esim (Samsung S20 Ultra). I went ahead and purchased the plan with esim activation. Upon activation on the Public Mobile phone app, it says that my phone is indeed not compatible with esim. No biggie, I purchased a physical sim. I inserted the physical sim in my phone and tried to activate again, but my app is still stuck in the esim activation page, so it goes directly to step 6 of the activation page and says my phone is incompatible with esim. My Public Mobile desktop account doesn't have a management page because the activation is not complete, it just goes to a page where there is a button to continue activation (again with esim only). I tried uninstalling the app and reinstalling, restarting the phone, any of the common resolutions.

Anyone have any clue on how to resolve this on my own?

I have PM CS_Agent already, but I guess because of the high volume, I have not received a reply over a day.

Thanks.

Re: Activation from esim to physical sim

Handy1 — Wed, 29 Nov 2023 15:24:23 GMT

@JC24 Sound a like you did all the right steps and so now you now have to wait for support to reply to you

Re: Activation from esim to physical sim

Sansan — Wed, 29 Nov 2023 15:49:14 GMT

Great job so far. I have sent you a message directly. Please check and keep us posted upon success.

Re: Activation from esim to physical sim

hairbag1 — Wed, 29 Nov 2023 15:51:06 GMT

@JC24

watch the little envelop icon on top right side of page will be highlighted when they respond.

Re: Activation from esim to physical sim

JC24 — Wed, 29 Nov 2023 16:29:26 GMT

Thank you for all the advice everyone, a CS_Agent has reached out to me.