topic Re: Unable to setup e-sim in Get Support

Unable to setup e-sim

TORCZ — Sun, 01 Dec 2024 16:31:41 GMT

Hi All,

im new to public mobile. Just made a purchase and stopped my account from the old carrier. But i have problem of activation. It appears that e-sim card is not installed properly. When I login to my public account, it sent me verification code via text massage, so I can’t login either.

I use iPhone 14 so esim should work. Does anyone know what to do next?

Thanks,

Chi

Re: Unable to setup e-sim

slusagm — Sun, 01 Dec 2024 16:32:53 GMT

are you using Android or iPhone? Make sure the eSIM is enable. Check the sim card manager

Re: Unable to setup e-sim

softech — Sun, 01 Dec 2024 16:37:39 GMT

@TORCZ

Double check the eSIM setup

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: Unable to setup e-sim

TORCZ — Sun, 01 Dec 2024 16:36:28 GMT

iPhone. Should be able to use eSIM. Any thing I need to do on my phone?

Re: Unable to setup e-sim

TORCZ — Sun, 01 Dec 2024 16:39:09 GMT

Thanks! Got it now! The welcome email went to junk box…. So I missed a step.

Re: Unable to setup e-sim

239 — Sun, 01 Dec 2024 21:44:10 GMT

i’m in same situation