topic Re: Porting in - Unable to active eSIM, error. in Get Support

Porting in - Unable to active eSIM, error.

Azzurro32 — Fri, 29 Nov 2024 05:07:51 GMT

Hi,

Ported in from Koodo. Tried two times to active eSIM, both failed. Now the only option I have when I log into the PM app on the phone is to receive a code to my phone number, but I don't receive the SMS.

I tried scanning the QR code in my welcome email as mentioned in a successful previous post, but that opens the page to a Google search with no helpful information.

What can I do?

Thx

Re: Porting in - Unable to active eSIM, error.

hTideGnow — Fri, 29 Nov 2024 05:13:27 GMT

HI @Azzurro32

you sure you scanned the correct QR for esim and didn't scanned the QR for downloading the app?

For the esim, check if it is already installed on the phone as the app should have done that for you and you don't need the QR scan. Check the Sim Manager or Settings-> Cellular, make sure it is there and enabled (or Turn on this line is enabled) and set as Primary. Try try Reset Network settings

if the esim really not on your phone, then ask PM support for help. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Porting in - Unable to active eSIM, error.

Azzurro32 — Fri, 29 Nov 2024 05:14:29 GMT

Thanks. Do you have steps for android?

Re: Porting in - Unable to active eSIM, error.

hTideGnow — Fri, 29 Nov 2024 05:17:09 GMT

Hi @Azzurro32

Android steps are similar, go to the Sim Manager and you should see the Public Mobile esim there. Make sure it is set enabled. And on some phone like Google Pixel, you need to set it as Primary as well

And if the esim is not there, then you need to ask support for help as said earlier