topic Re: QR code for new eSIM is expired in Get Support

QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 11:04:01 GMT

Hi, I ordered a new account with an eSIM 2 days ago. I tried to install it on my phone, but I got an error message saying that it was expired. My phone supports the installation of an eSIM. Is there a way for me to get a new one?

Thanks!

Re: QR code for new eSIM is expired

Phil_Adelphus — Sun, 09 Jun 2024 11:10:29 GMT

@riti Have you tried logging in to your account on your phone and "purchasing" a new esim? It should not charge you for a replacement. If that doesn't work then submit a ticket to customer support at the chat icon bottom right of this page.

Re: QR code for new eSIM is expired

golfball — Sun, 09 Jun 2024 11:13:24 GMT

You will need to reach out to support by creating a ticket through the chatbot. You can do this by pressing the chat bubble at the corner of the screen or clicking here: https://widget.telus.tiia.ai/libs/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&lang=en&toggle=false

Edit: Whoops, I was a little late.

Re: QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 11:18:08 GMT

@Phil_Adelphus the issue is that the account was activated, but the eSIM was not installed. I tried to go through the app to install first, and that was the order it did things in. So when I try to go through the store, I get a message asking me to receive a text to confirm full access, which I can't do because the eSIM didn't install.

Re: QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 11:19:59 GMT

@golfball I have had a support ticket since Friday. They have told me to just order a physical SIM, but that will take days and shouldn't be necessary.

Re: QR code for new eSIM is expired

golfball — Sun, 09 Jun 2024 11:36:58 GMT

Oh that's a bit of a pickle. One of the quirks of using eSIM, I got locked out of my account on another provider for the same reason. If you use Amazon you may be able to get a physical SIM delivered faster than ordering from PM.

Re: QR code for new eSIM is expired

Phil_Adelphus — Sun, 09 Jun 2024 11:52:47 GMT

@riti Are you anywhere near a corporate Telus/Koodo store, you may be able to get a sim card there, call ahead for stock.

Re: QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 13:18:27 GMT

Yeah, it's disappointing to lose the promo deal on the SIM, but I guess if there's no other way to access the account...

Re: QR code for new eSIM is expired

Phil_Adelphus — Sun, 09 Jun 2024 13:25:22 GMT

@riti Since they suggested a physical sim and the esim didn't work they should credit you for the cost.

Re: QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 14:31:07 GMT

Okay, great to hear! Do you know if an eSIM from Telus/Koodo would work with a PM account? I currently have a physical SIM for a US phone account, and I would like to keep access to that for a little longer while I sort things out.

Re: QR code for new eSIM is expired

softech — Sun, 09 Jun 2024 14:38:02 GMT

@riti

esim and physical sim are both specific to a particular provider and cannot be mixed. So, only PM eSIM will work for PM.

But if you have trouble installing PM eSIM, either work with PM support or just get a replacement one from free using Public Mobile app

Re: QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 14:47:03 GMT

I would love to, but I am locked out of ordering replacements through Public Mobile because it asks for a verification code via text message through my PM number...which I can't access because the eSIM won't install...

Re: QR code for new eSIM is expired

softech — Sun, 09 Jun 2024 14:52:32 GMT

@riti

support can send you another one. 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

At the same time, check you Sim Manager or Settings> Cellular screen, there is no Public Mobile eSim there?? sometimes the error is just the eSIM is there but not setup on the phone properly

Re: QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 15:00:11 GMT

Correct, there is no Public Mobile eSIM there. Only the SIM from my US service.

Re: QR code for new eSIM is expired

riti — Sun, 09 Jun 2024 18:05:45 GMT

Okay so I got a physical SIM and then got a notification that it was not compatible with the device. It turns out that the device was locked to T-Mobile (a US company), and this might have been what caused the issues with the eSIM as well. I unlocked the phone, cleared data from the PM app, and the phone works now. The QR code for the eSIM still says that it is expired.

I'm posting this in case someone else runs into a similar issue in the future. Good luck!