topic Re: eSIM won’t activate in Get Support

eSIM won’t activate

McIntosm — Tue, 02 Apr 2024 19:04:11 GMT

What do you do when the esim doesn’t activate

Re: eSIM won’t activate

fixin — Tue, 02 Apr 2024 19:15:12 GMT

@McIntosm - Please see if you have the QR code in your activation email.

Also see if it is disabled or not primary in your phones SIM manager.

If you confirmed it isn't in the phones cellular settings, please go to your welcome email, scroll down and find this:

Use another device to scan the QR code, if it doesn't work, please contact CS_Agent for assistance:

⬇️ Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. They work 7 days a week from 9 AM to 10 PM EST. You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

Re: eSIM won’t activate

BilltyLam — Tue, 02 Apr 2024 19:19:03 GMT

I think PM have too many reuse numbers, looks you need submit the request for switch another number. If you need to keep your previously # , you need to make sure the old SIM card can receive the message at the same time.

Re: eSIM won’t activate

McIntosm — Tue, 02 Apr 2024 19:20:35 GMT

Unfortunately I did not receive a welcome email.

Re: eSIM won’t activate

softech — Tue, 02 Apr 2024 19:22:48 GMT

@McIntosm

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 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