topic Re: ESIM didn’t activate in Get Support

ESIM didn’t activate

Venny — Sun, 05 May 2024 18:39:16 GMT

Hi. i subscribed eSIM, But It didn’t workding activate, So How Can I do? Do You send me my activate QR code?

Re: ESIM didn’t activate

softech — Sun, 05 May 2024 18:41:30 GMT

don't give up yet, probably just one more step

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then 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, Please open ticket with PM support:

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 "Log In", 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

Re: ESIM didn’t activate

Venny — Sun, 05 May 2024 18:56:30 GMT

but I didn't receive the QR code in your Welcome email

Re: ESIM didn’t activate

softech — Sun, 05 May 2024 18:59:01 GMT

@Venny and nothing showing in the sim manger screen? or Settings > Cellular screen??

Re: ESIM didn’t activate

Venny — Sun, 05 May 2024 19:13:28 GMT

yes. I can't show public mobile eSIM

Updated By Softech: Removed image for privacy

Re: ESIM didn’t activate

softech — Sun, 05 May 2024 19:04:21 GMT

@Venny that is Android, what you see in Sett9mgs > Connection> Sim Manager screen??

Re: ESIM didn’t activate

Venny — Sun, 05 May 2024 19:07:04 GMT

No, I use Iphone.

Re: ESIM didn’t activate

softech — Sun, 05 May 2024 19:12:50 GMT

@Venny I don't think the PM eSIM was installed. Please open ticket with PM support as advised above

Re: ESIM didn’t activate

Venny — Sun, 05 May 2024 19:13:16 GMT

And I can't Put the N/A

Re: ESIM didn’t activate

softech — Sun, 05 May 2024 19:35:01 GMT

@Venny just put 19 zeros there

If unable to submit still, message support instead

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 didn’t activate

Venny — Mon, 06 May 2024 22:25:08 GMT

They give me a temporary number(B). So Finally I activate.

But I want to the number I was using before(A).

so How Can I Do? I sent CS_Agent. but not yet received reply

Re: ESIM didn’t activate

softech — Mon, 06 May 2024 22:30:36 GMT

@Venny

if you login to My Account, Profile page, do you see the "temporary number (B)" showing there? or the number you have before (A) ?

Re: ESIM didn’t activate

Venny — Mon, 06 May 2024 22:36:04 GMT

I see temporary number(B)

Re: ESIM didn’t activate

Venny — Mon, 06 May 2024 22:39:16 GMT

So Now I have two canada numbers.

previous Koodo mobile, and Now Public Mobile

Re: ESIM didn’t activate

softech — Mon, 06 May 2024 22:43:22 GMT

@Venny

so, the account on the screenshot is NOT the number you want to keep? just the temp number?

if that is the case, can you confirm if you want to port a number from Koodo Prepaid or Postpaid?

if you have a Prepaid account with Koodo, you will need to open ticket with support for manual porting help. Please open ticket with PM support:

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

If you have Koodo postpaid, then you can just use the app, go to Account page and click Transfer Phone number and start the request there

Re: ESIM didn’t activate

Venny — Mon, 06 May 2024 22:44:33 GMT

Yes I don't want

I want to my Koodo Mobile number(A)

OK I try it Thx

Re: ESIM didn’t activate

Venny — Tue, 07 May 2024 06:25:10 GMT

I think I have Koodo postpaid, so Can I open the Koodo app? or Public Mobile app?