topic App UI not letting me purchase E-sim, any work around? in Get Support

App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:38:41 GMT

I got a new iPhone 15 pro and want to purchase an eSim. When I click purchase, a pop-up appears and the "pay and install" button is hiding under a banner so there is no way to click it. Is there a workaround? I've been carrying both phones around since I have not been able to get the eSim on my new phone. This is the app screen recording of what happens: https://youtube.com/shorts/YhSmuUeE_Oc Here I'm trying to scroll more: https://youtube.com/shorts/Qa8LPJSlPfs

Thank you!

Edit: The app is updated to the latest 2.1.1, iOS latest 17.5.1; tried another phone iPhone 12 mini, same iOS; tried toggling text size to a minimum; tried reinstalling the app; tried a reboot.

Re: App UI not letting me purchase E-sim, any work around?

Chalupa_Batman — Sun, 30 Jun 2024 19:05:57 GMT

That is hilarious. I'd create a ticket to get them to fix this.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

Re: App UI not letting me purchase E-sim, any work around?

Dunkman — Sun, 30 Jun 2024 19:13:42 GMT

@cherylyang

Maybe delete the PM app and re-install the app and try again.

Is the IOS up to date?

Re: App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:14:46 GMT

App is version 2.1.1 - should be the most updated version.

Also have tried toggling text size on phone, doesn't change anything.

Re: App UI not letting me purchase E-sim, any work around?

eddieO — Sun, 30 Jun 2024 19:16:12 GMT

@cherylyang, not sure if this will work but are you able to change your phone's setting to make text smaller?
I found this online from Apple: You can increase the size of the text on your iPhone display, make the text bold, and magnify the screen with Display Zoom.

Going into the same setting I'm thinking if you can change the display zoom or text to be smaller maybe that banner will not cover the button you need to proceed

Re: App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:21:52 GMT

Have tried changing the text settings and doesn't work. The banner and fonts on that screen doesn't change.

Re: App UI not letting me purchase E-sim, any work around?

slusagm — Sun, 30 Jun 2024 19:23:14 GMT

there is a box somewhere took the focus and hence you cannot click on it. See if you can move around and find that

if not, uninstall the app and resintall with a reboot

Re: App UI not letting me purchase E-sim, any work around?

slusagm — Sun, 30 Jun 2024 19:25:48 GMT

and @cherylyang , can you scroll down? like what is shown here.. scrool down and you will see that button

https://productioncommunity.publicmobile.ca/t5/Get-Support/eSim/m-p/1210909/highlight/true#M836614

Re: App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:33:38 GMT

The Pay button hides again after I release my finger from scrolling down. I tried pressing after I released my finger, but it didn't work. I even tried to zoom it out with a pinch gesture and press the button while it resized back, but no luck. https://youtube.com/shorts/Qa8LPJSlPfs

Re: App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:36:00 GMT

I tried to make the text as small as possible and reinstall the app. The issue persists. Bold text is disabled.

Re: App UI not letting me purchase E-sim, any work around?

slusagm — Sun, 30 Jun 2024 19:38:20 GMT

can you change the overall display zoom level from setting first. Reboot and try using the app again

if this last attempt fails , you need PM to help to buy the eSIM,

open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

Re: App UI not letting me purchase E-sim, any work around?

Chalupa_Batman — Sun, 30 Jun 2024 19:40:25 GMT

Not to be the voice of hilarity here but.... you know you CAN log into your account online, like a PC and buy it there too right? Or use the browser on your phone and log into your account. Then an email is sent to you. 🙂

Re: App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:43:00 GMT

Turning on Zoom didn't resolve the issue either. Thanks for your help! I'll create a ticket.

Re: App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:51:00 GMT

Can you please share a URL that allows to install a eSIM?

Re: App UI not letting me purchase E-sim, any work around?

cherylyang — Sun, 30 Jun 2024 19:56:31 GMT

@Chalupa_Batman wrote:
Not to be the voice of hilarity here but.... you know you CAN log into your account online, like a PC and buy it there too right? Or use the browser on your phone and log into your account. Then an email is sent to you. 🙂

Re: App UI not letting me purchase E-sim, any work around?

eddieO — Sun, 30 Jun 2024 19:58:54 GMT

@cherylyang, it looks like you have pretty much tried everything, in your shoes I would open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: App UI not letting me purchase E-sim, any work around?

Chalupa_Batman — Sun, 30 Jun 2024 20:03:20 GMT

Log into www.publicmobile.ca click on My Account top right corner and log in.

Then when you're logged in, go to Profile. Then on that page Shop SIM Card Now banner, there the option will come up.

Re: App UI not letting me purchase E-sim, any work around?

eddieO — Sun, 30 Jun 2024 20:09:25 GMT

Hey @Chalupa_Batman, I see the option to buy an eSIM or a SIM card but it looks like when you select eSIM you get the message that @cherylyang showed above that says: "To purchase an eSIM download the Public Mobile app. You can download the Public Mobile app by scaning the QR Code." There's no other option to proceed through the website

Re: App UI not letting me purchase E-sim, any work around?

softech — Sun, 30 Jun 2024 20:15:18 GMT

@cherylyang / @Chalupa_Batman

you can only buy eSIM using the app. It won't work with the browser

you might want to check with PM support and ask them to buy in behalf and send you the QR code to scan and install

Re: App UI not letting me purchase E-sim, any work around?

Chalupa_Batman — Sun, 30 Jun 2024 22:44:02 GMT

@softech wrote:
@cherylyang / @Chalupa_Batman
you can only buy eSIM using the app. It won't work with the browser
you might want to check with PM support and ask them to buy in behalf and send you the QR code to scan and install

Howdy @softech I never actually clicked on the eSIM but yes, it does say you have to download the app to purchase an eSIM. This must be a glitch then. Hope we're not adding this to the list of problems that PM is going through. If it's not one thing, it's another.