topic Sim activation in Get Support

Sim activation

Athaena — Wed, 12 Mar 2025 01:05:34 GMT

I subscribed with esim option but it isn't supported by my phone. I bought a physical Sim from Amazon but can't activate it as I just get stuck on the page where it tells me my phone isn't compatible.

Re: Sim activation

slusagm — Tue, 11 Mar 2025 21:00:29 GMT

Did you pay when you first tried to activate with esim? If you did, you can ask PM to check and update sim card for you

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:

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

CS_Agent will reply to your community inbox, check here:

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

Re: Sim activation

BKNS27 — Tue, 11 Mar 2025 21:17:54 GMT

@Athaena

Are you using the PM app to activate the SIM?

You need to activate the new SIM on the app.

Re: Sim activation

computergeek541 — Wed, 12 Mar 2025 01:09:20 GMT

@BKNS27 wrote:
@Athaena
Are you using the PM app to activate the SIM?
You need to activate the new SIM on the app.

The customer reports that the activation system is saying that the eSIM can't be used on that phone. While the app does need to be used to finish actvation, the device incompatibility isn't related to that. An account change at this points requires a CSA.