topic Re: New iPhone on eSim in Get Support

New iPhone on eSim

j3tang — Sat, 11 Jan 2025 01:57:17 GMT

I am currently a PM subscriber on an iPhone 12 using an eSim.

I've got a new iPhone 16 which I want to use, also through eSim.

The esim FAQs say:

Currently, the transfer of an eSIM from one device to another is not supported.

However, we do offer the option to transfer the service from one eSIM to another. To make this transition, you'll need to purchase a new eSIM. When you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee.

The steps for purchasing a new eSIM are as follows:

Log into the Public Mobile app or My Account.
Tap on the 'Account' tab.
Select 'Purchase SIM Card.'
Choose 'eSIM' as your SIM card type.
Tap 'Install' to complete the purchase.

I am stuck on step 4, where my only option is "Order a SIM card ($10)" or "Pick up SIM card ($10)".

There is no option for selecting to "purchase esim".

When I attempt this on a browser and get to the "Purchase SIM" section, I can select "esim" and when I do, it says:

To purchase an eSIM download the Public Mobile app. You can download the Public Mobile app by scaning the QR Code.

And below that message is a QR code linking me to download the PM app.

Re: New iPhone on eSim

Phil_Adelphus — Sat, 11 Jan 2025 00:14:07 GMT

@j3tang Are you logged in to the Public Mobile app on your new phone?

Re: New iPhone on eSim

SourDude1234 — Sat, 11 Jan 2025 00:15:39 GMT

Hi, on the “Purchase SIM Card” page see if there’s a tiny text to purchase eSIM. If not, private message a CSA agent using the following link, tell them your details such as account #, name, email, etc. They’ll send you a QR code to install eSIM on your iPhone. Please monitor the mail icon in your community account, they’ll respond there.

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

Re: New iPhone on eSim

TheSterlinger — Sat, 11 Jan 2025 00:15:33 GMT

@j3tang so have you downloaded the Public Mobile App on your new phone yet? Once you do, you click on Account and order eSIM. You will receive the email with the qr code to scan and complete.

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 00:20:23 GMT

Yes, app is on new phone, see above for description of what I see in the app on new phone.

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 00:23:32 GMT

no tiny text to purchase esim, only two buttons are per OP, order sim ($10) and pickup sim ($10).

I will give that link a try. thanks!

Re: New iPhone on eSim

SourDude1234 — Sat, 11 Jan 2025 00:24:48 GMT

No problem, they likely won’t respond immediately so it’s important to be logged in to your community account. Good luck with your setup.

Re: New iPhone on eSim

TheSterlinger — Sat, 11 Jan 2025 00:25:48 GMT

@j3tang strange I remember someone else mentioned something about this yesterday...

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 00:26:01 GMT

Thank you, will do. Gonna try to post some screenshots to see if there's something I'm missing that you guys might see.

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 13:13:16 GMT

Don't suppose you could find the topic? I tried searching and couldn't come up with anything.

I sent a message to the CS Agent and within minutes got a message back asking for acct info in order to get the support going. Haven't heard back since after providing the requested info about 10 hours ago. This is the first time I've ever had to reach out to support as a PM customer, so I wasn't sure what to expect. Is this normal?

Re: New iPhone on eSim

SourDude1234 — Sat, 11 Jan 2025 05:35:53 GMT

Hi,

Sorry for the delayed response. Yes, unfortunately, PM support does take some time to respond back.

Re: New iPhone on eSim

Phil_Adelphus — Sat, 11 Jan 2025 14:17:01 GMT

@j3tang Customer service hours are 9 am to 10 pm eastern so you wouldn't likely get a response outside of those hours. One thing I'm wondering, when you downloaded the app to your new phone, did you use the email option to log in to your existing account on that same phone?

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 16:23:34 GMT

Ahhh business hours … haha makes sense 🙂

as for your question about the login, I didn’t receive anything new in an email about logging in to my acct from new phone. I did the transfer from one iPhone to another and the app worked out of the box after the transfer, aside from just logging in using my credentials.

Was there supposed to be a different process I should have followed?

edit: sorry, misunderstood your question. re-reading your question, yes, I used my email and password to login to the app on the new phone.

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 16:19:09 GMT

Messing around on the old phone since I've yet to wipe it, I logged back in to the PM account through the app, I see that I can purchase an eSim!! What I'm hesitant to do though is follow through because on that screen, it indicates that "this" phone is compatible and to ensure that I will be using my plan on "this" device as eSim compatibility and installation is performed on the current device. the "this" refers to the old iPhone 12.

Re: New iPhone on eSim

Phil_Adelphus — Sat, 11 Jan 2025 16:22:57 GMT

@j3tang I was wondering if the problem was that the system thought you were setting up a new account. When you were on the new phone and logging in did it not want to send a 2FA code to the phone? When that doesn't go through it gives you the "didn't get the code" option which sends the 2FA by email instead. So you were able to log in to your existing account on the new phone without the 2FA?

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 16:25:08 GMT

I received the 2FA code on my old phone because it was sent via txt msg (and the old phone is still where my current plan is on). I used that info as part of the login process on my new phone.

Re: New iPhone on eSim

Phil_Adelphus — Sat, 11 Jan 2025 16:38:16 GMT

@j3tang I don't know if it would make any difference, but while you're waiting for customer service maybe try turning off the old phone, log in with the new one by getting the 2FA code by email and see if that does anything different.

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 16:46:04 GMT

Thanks for suggestion! I logged out of the app on both phones, shut off the old and had the 2FA sent by email, but unfortunately no dice with the eSim purchase from the new phone's app.

On an encouraging note, I received a response from the CS Agent asking what the issue is .... I guess they didn't read my first message to them, but hopefully they've got all the info they need at this point.

Re: New iPhone on eSim

j3tang — Sat, 11 Jan 2025 17:08:41 GMT

The suggestion from agent is to delete the eSim on the old phone first before attempting the purchase on the new.

A bit hesitant to do this because once I delete eSim from phone I will be phone-less. Going through the support docs, I didn't see anywhere that indicates these steps for transferring to a new phone. Hopefully it was my miss and shame on me 😄

edit: deleting eSim from old iPhone didn't change anything. New iPhone does not allow me to purchase eSim, old iPhone will allow me to purchase.

Re: New iPhone on eSim

slusagm — Sat, 11 Jan 2025 17:21:18 GMT

yes, delete eSIM on the other phone should not make a difference. Your iOS is up to date?