topic New eSIM required in Get Support

New eSIM required

LadyDy — Tue, 31 Dec 2024 02:03:35 GMT

Can’t log in to my account because eSIM did not work and not connected to the network.. 2 step authentication can not be used

Re: New eSIM required

computergeek541 — Tue, 31 Dec 2024 02:08:03 GMT

@LadyDy wrote:
Can’t log in to my account because eSIM did not work and not connected to the network.. 2 step authentication can not be used

If you choose the didn't get code/resend code option, does it then let you tell EverSafe to send the code to your e-mail address? If trying that doesn't work, you'll need to contact CS_Agent by private message.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New eSIM required

hTideGnow — Tue, 31 Dec 2024 02:10:15 GMT

hi @LadyDy

do you see your esim installed? Check the Sim Manager or the Settings-> Cellular. Make sure the Public Mobile esim is active or "Turn on this line" is set, also make sure it is set as Primary

Try Reset Network Settings after

if same, ask PM support to help. 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: New eSIM required

LadyDy — Tue, 31 Dec 2024 19:30:25 GMT

Guess we will have to back to our previous carrier since after eating 4 hours in que yesterday ( starting with 16 Snead of me and counting down to 1 ahead of you, then going back to 16 ahead of you) which was a waste of time.. sent customer service private message last night and still haven’t heard back. Sent another msg this morning and still haven’t heard anything. One thing I can’t figure out is when porting # , it asked to enter another phone # in case things went south (and they did) but no one ever texted or called that number. We are now 24 hours in with no service and no way to access account.. this non exiting service really sucks.. guess that’s why they can’t undercut on price. Waiting one more hour then heading to a carrier with bricks and mortar store…

Re: New eSIM required

Cristinataprats — Mon, 26 Jan 2026 16:17:31 GMT

DId anyone resolve this? i also need a new eSIM as I first installed it in another phone and then deleted it and now I can't install it and the 2 step authentification sends the SMS to the phone that I don't have access to... and no way to ask for it to send to email.

Also noone is replying on private message or chatbot or anything for 48 hours.