topic Re: eSim in Get Support

eSim

7thStar — Tue, 30 Apr 2024 03:56:12 GMT

I tried to get a new eSIM for my Pixel 3, but the installation failed, leaving me without a network connection. While attempting to access my online account, I'm prompted to verify an access code sent to my phone number. Despite registering and paying for my phone number, it remains inactive.

How can I receive the access code on my phone if it's not activated?

Please help

Re: eSim

softech — Tue, 30 Apr 2024 00:36:09 GMT

@7thStar

did you request porting your old number? if you did, the code would be sent to your old carrier sim card

but let's try to help with your esim problem

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

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

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)

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 by direct message:

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

Re: eSim

fixin1 — Tue, 30 Apr 2024 00:42:12 GMT

@7thStar - The welcome email should look like this:

Re: eSim

7thStar — Tue, 30 Apr 2024 21:51:20 GMT

Hi softech,

Thank you for your reply. My sim card is disabled. So I can't do anything. This is a new number so not porting

PREVIEW

Re: eSim

fixin1 — Tue, 30 Apr 2024 22:13:18 GMT

@7thStar - Can you enable it there?

Re: eSim

softech — Tue, 30 Apr 2024 22:20:15 GMT

HI @7thStar

if it is showing up there but disable, you should be able to toggle it on. Can you? or can you send us a screenshot?

but if it is not there, and you don't have a welcome email with esim QR code, you will need to open ticket with PM support. Just message them as advised in my earlier message

Re: eSim

7thStar — Wed, 01 May 2024 03:12:28 GMT

Hi softech,

Please see the screenshot. I message to agent. but no response yet. more than 24hrs!

Re: eSim

7thStar — Wed, 01 May 2024 03:13:10 GMT

There is no way to enable it. it is grayed out

Re: eSim

softech — Wed, 01 May 2024 03:15:28 GMT

@7thStar it looks to me the eSIM is not installed

and you dont have a Welcome email with the eSIM QR code??

if not, you really need to wait for support to send you one

Re: eSim

fixin1 — Wed, 01 May 2024 03:25:12 GMT

@7thStar - Yes, wait for CS_Agent's reply.

Please make another ticket after 48 hours.