topic Re: Esim not installing in Get Support

Esim not installing

MAK28 — Sat, 07 Sep 2024 19:57:30 GMT

I bought an esim plan and when reaching the last step, it wasnt installing and they didnt send me an activation email

Re: Esim not installing

hTideGnow — Sat, 07 Sep 2024 19:00:42 GMT

hi @MAK28 you were using the app? at the last step, PM app will install the eSIM for touz so you don't really need the QR code. Check the sim card manager screen to confirm

Re: Esim not installing

softech — Sat, 07 Sep 2024 19:02:56 GMT

@MAK28

there is a chance that the Public Mobile esim is already installed and you just need to enable it

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 by private message CS Agent using this link:
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 will reply to you there

Re: Esim not installing

MAK28 — Sat, 07 Sep 2024 19:13:41 GMT

Yeah, I was using the app but it didn't install for me

Re: Esim not installing

hTideGnow — Sat, 07 Sep 2024 19:18:06 GMT

hi @MAK28 then you will need to message support agent and ask them to send you the QR code

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