topic Re: Can't active my eSIM in Get Support

Can't active my eSIM

Vicky_yi888 — Wed, 22 May 2024 22:14:20 GMT

I scaned my welcome email the QR code try to install my eSIM, But it's said can't active my eSIM. What can i do next?

Re: Can't active my eSIM

Neil11 — Wed, 22 May 2024 22:15:38 GMT

Submit ticket with support . Using the chat bubble bottom right of screen.

⬇️ Click the link the here * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work correctly OR you don’t have access to Log In, please go here to send privare message to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't active my eSIM

softech — Wed, 22 May 2024 22:18:29 GMT

@Vicky_yi888

iphone or android?

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 :
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: Can't active my eSIM

Vicky_yi888 — Wed, 22 May 2024 23:27:13 GMT

This is my phone screen shot, it's different from your screen. I can't even find where is the "eSIM card manager" in my phone.

Re: Can't active my eSIM

softech — Wed, 22 May 2024 23:30:50 GMT

@Vicky_yi888 you Public Mobile eSim is installed

start with Reset Network Settings, thene Test making calling first