topic Re: Error installing esim in Get Support

Error installing esim

NDA2 — Thu, 29 Feb 2024 16:54:11 GMT

Hi,

I’m trying to set up an account and port in my number from Koodo. The process keeps failing when trying to install the eSIM, saying it’s incorrect.

Can someone please help me with this?

Thanks

Re: Error installing esim

softech — Fri, 11 Sep 2026 00:27:29 GMT

@NDA2

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually. If you cannot find it in Inbox of your email, check also the Spam box.

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth 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, you will need to have PM support to further assist. Please open ticket using Public Mobile Expert Messaging , Select Start a Chat to begin (You will need to use your current Community account to login to submit the ticket):
https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/sms alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre

** If you cannot receive 2FA code via SMS and hence unable to open ticket, please use another email to setup a different Community account and do not link a phone number to it. Having this new community account without a linked phone number, the 2FA will be sent to the email address only, you would then be able to create an Expert Messaging ticket.

Re: Error installing esim

Sansan — Thu, 29 Feb 2024 17:03:19 GMT

Is your koodo account pre-paid?

If you are transferring from a Koodo prepaid plan, you will need to select a new number and then send a private message to the below to complete the transfer to Public Mobile.

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

Re: Error installing esim

NDA2 — Thu, 29 Feb 2024 17:56:16 GMT

Thanks, but there is no esim installed. I need them to push it to my phone again. Who do I contact for that?

Re: Error installing esim

softech — Thu, 29 Feb 2024 17:58:53 GMT

@NDA2

open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there