topic Re: Why can't I be sent a QR code for an eSIM? in Get Support

Why can't I be sent a QR code for an eSIM?

zaycsmith — Fri, 02 Aug 2024 19:28:30 GMT

Hi, I've had the issue of the eSIM not downloading to my Google Pixel 8 Pro through the Public Mobile app. I've seen online that they suggest scanning a QR code in the confirmation email, but I never got that. Public now tells me I need a physical SIM and they can't send me the QR code because the eSIM was 'not populated'. I've been back and forth a few times but I'm not getting specific and clear answers as to why I need to abandon having an eSIM, can anyone help me out? If someone knows what not populated really means then that would be great. Thanks.

Re: Why can't I be sent a QR code for an eSIM?

hTideGnow — Fri, 02 Aug 2024 18:29:01 GMT

Hi @zaycsmith

if it is a new activation, you will get the QR code. But if it is buying eSIM on existing account, then you might not get the QR code automatically. But ask PM support agent, they might be able to send you one

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Why can't I be sent a QR code for an eSIM?

zaycsmith — Fri, 02 Aug 2024 18:50:13 GMT

Hi @hTideGnow ,

Thanks for your reply. I've submitted a couple tickets already, but they are telling me I need to purchase a physical SIM and that they can't send me the QR code because the "eSIM was not populated", which I started in my first post. I'm just confused as to what they mean, and why they can't just send me the QR code. Their answers have been far from specific. I've had plans with Public through this account before but haven't had an active one since a year ago.

Re: Why can't I be sent a QR code for an eSIM?

hTideGnow — Fri, 02 Aug 2024 18:54:06 GMT

hi @zaycsmith rebuying eSIM is supposed to free. Many people have problem with the initial eSIM purchase and they reinstall the app the rebuy and fixed the problem. Why not try it

and just in case the system still charges you the $5, which it should not, you can ask support for reimbursement

Re: Why can't I be sent a QR code for an eSIM?

zaycsmith — Fri, 02 Aug 2024 19:03:03 GMT

Hi @hTideGnow , this is my first time going with an eSIM, my previous plans with public were physical SIMs. Are you suggesting reinstalling the app? I've tried that but never had the option to repurchase anything?

Re: Why can't I be sent a QR code for an eSIM?

hTideGnow — Fri, 02 Aug 2024 19:15:10 GMT

hi @zaycsmith reinstall the app and rebuy from the Account page

Re: Why can't I be sent a QR code for an eSIM?

zaycsmith — Fri, 02 Aug 2024 23:18:16 GMT

@hTideGnow I've done the reinstalling but it always prompts me to continue activating my subscription and I've never seen an option that allows me to re buy the plan...

Re: Why can't I be sent a QR code for an eSIM?

hTideGnow — Fri, 02 Aug 2024 23:24:11 GMT

hi @zaycsmith if you get that error, your account login has some problems, please ask support agent to check and fix it

message them:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437