topic Re: My phone is compatible but I cannot instal e-sim in Get Support

My phone is compatible but I cannot instal e-sim

GYIO — Mon, 18 Dec 2023 04:19:18 GMT

I cannot instal the e-sim on the public mobile app although the phone is e-sim compatible.I have done my due diligence in veryifing it's compatibility prior to purchasing the plan.The purchased is completed but I am not able to use the services.

Please help!

Re: My phone is compatible but I cannot instal e-sim

CharlieWhisky — Mon, 18 Dec 2023 04:33:28 GMT

You need to use the PM app to complete the activation.
eSIM activation takes time follow instructions carefully. When completed remove physical sim and reboot your phone. In cellular settings make sure that ‘Turn On This Line’ is selected, reboot your phone.

Re: My phone is compatible but I cannot instal e-sim

GYIO — Mon, 18 Dec 2023 04:47:34 GMT

I have tried to complete the activation via PM app, however there is a message that tells me the phone is not compatible, although I had a previous confirmation that confirmed that my device is compatibile.

Thank you.

Re: My phone is compatible but I cannot instal e-sim

Camera4617 — Mon, 18 Dec 2023 05:27:28 GMT

What phone do you have?

Re: My phone is compatible but I cannot instal e-sim

GYIO — Mon, 18 Dec 2023 05:30:40 GMT

Samsung Galaxy S20 ultra

Re: My phone is compatible but I cannot instal e-sim

Sansan — Mon, 18 Dec 2023 05:43:32 GMT

Did you scan the qr code or check your welcome email for the qr code? It will ask you if you want to complete yourself or have them do it for you by clicking on that message. Make sure esim is enabled once you do that.

If you still cannot get it to work, please submit a ticket by sending a message to support team.

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

Re: My phone is compatible but I cannot instal e-sim

GYIO — Mon, 18 Dec 2023 05:50:37 GMT

I have not received an welcome package at all or a QR code.I have placed a ticket to see it the support team can assist.

Re: My phone is compatible but I cannot instal e-sim

Sansan — Mon, 18 Dec 2023 06:10:49 GMT

If using the app, which is mandatory an email is always sent to you to proceed. But it sounds that you didn't get that far yet.

So either your phone is not compatible even though you said it is and you will have to buy a physical SIM card, or something is not done correctly.

Or keep in mind that if this is a brand new phone with an existing Esim, it will not work. You would need to purchase a new Esim card.

If you messaged them just wait for them to respond and send another activation email and you can start over.

Re: My phone is compatible but I cannot instal e-sim

softech — Mon, 18 Dec 2023 13:20:38 GMT

@GYIO wrote:
I have not received an welcome package at all or a QR code.I have placed a ticket to see it the support team can assist.

@GYIO check your sim manager on android or cellular screen on iPhone to confirm if any chance the eSIM already installed but just not enabled. Sometimes, you got the error just because the esim was not enabled yet but you can enable it yourself if you see it there. Please check

if it is not there, then please submit a ticket with PM support and they can help to send you the QR code in email or suggest workarounds