topic Device not eSIM supported need to change to SIM Card in Get Support

Device not eSIM supported need to change to SIM Card

CP_goalie — Sun, 23 Feb 2025 06:25:25 GMT

hi…I placed my order and signed up for my account thinking my iPhone was eSIM compatible it wasn’t until I went to complete the process that I made aware that it was not eSIM compatible. The message I received said to contact customer service to cancel the order and be able to start a new order to get a SIM card
How do I complete this?

Thank you

Re: Device not eSIM supported need to change to SIM Card

Chalupa_Batman — Sat, 22 Feb 2025 21:17:44 GMT

@CP_goalie wrote:
hi…I placed my order and signed up for my account thinking my iPhone was eSIM compatible it wasn’t until I went to complete the process that I made aware that it was not eSIM compatible. The message I received said to contact customer service to cancel the order and be able to start a new order to get a SIM card
How do I complete this?
Thank you

Hello @CP_goalie

Which iPhone do you have? As most iPhones can do eSIM, I'm thinking this might be an error.

Please use the chatbot to open a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you receive an error message that you are unable to open a ticket, send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Device not eSIM supported need to change to SIM Card

CP_goalie — Sat, 22 Feb 2025 21:19:46 GMT

Thanks. I had assumed the same as it’s an iPhone 8 plus

Re: Device not eSIM supported need to change to SIM Card

BKNS27 — Sat, 22 Feb 2025 21:28:07 GMT

@CP_goalie

You must have an older iPhone than the iPhone XS.
To contact a CS_Agent. You can dm them directly.

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

But before you contact them. You should pickup a SIM first so they can help you in switching from eSIM to SIM.

You can go to a Telus/Koodo/Mobile Klinik store and pick one up for $10 or from Amazon $5. Keep in mind that if you order one from PM…it may take up to 3 weeks to arrive but it normally takes about 10 business days (2 weeks).

Once you have the SIM in hand. Contact a CS_Agent.