topic Re: New client in Get Support

New client

Krahner — Tue, 12 Nov 2024 04:02:04 GMT

Just signed up and the esim I got in an email isn’t working. How do I get a new esim?

Re: New client

Handy1 — Tue, 12 Nov 2024 01:22:03 GMT

@Krahner Check you phone settings sim manger and ensure you have the eSIM enabled / set to primary if iPhone toggle on “ turn on this line “ and reboot the phone or reset network settings

Re: New client

BKNS27 — Tue, 12 Nov 2024 01:30:38 GMT

@Krahner

Scan the QR code sent to your email but if your phone is not eSIM compatible. You will need to purchase a SIM and contact a CS_Agent to activate the SIM.

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

Re: New client

hTideGnow — Tue, 12 Nov 2024 01:24:58 GMT

HI @Krahner

if problem with esim, message support by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New client

softech — Tue, 12 Nov 2024 01:29:06 GMT

@Krahner

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

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