esim purchased isn’t loading, keep getting error message

druk — Sat, 30 Mar 2024 14:37:03 GMT

i did not receive email after esim purchased

i need QR code

Re: esim purchased isn’t loading, keep getting error message

hairbag1 — Sat, 30 Mar 2024 14:38:33 GMT

@druk

you're supposed to use the free PM app to activate it...did you do so ? If so, how far did you get before error ?

Re: esim purchased isn’t loading, keep getting error message

druk — Sat, 30 Mar 2024 14:41:07 GMT

using app load esim now . got error message

Re: esim purchased isn’t loading, keep getting error message

softech — Sat, 30 Mar 2024 14:56:00 GMT

@druk

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 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, 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

topic esim purchased isn’t loading, keep getting error message in Get Support

esim purchased isn’t loading, keep getting error message

Re: esim purchased isn’t loading, keep getting error message

Re: esim purchased isn’t loading, keep getting error message

Re: esim purchased isn’t loading, keep getting error message