topic Re: eSIM download issue in Get Support

eSIM download issue

Kiwi10 — Sat, 22 Mar 2025 15:25:04 GMT

Trying to activate my sister’s account but she was unable to download her eSIM via the app. She didn’t receive a email activation email with a QR code to download the eSIM either.

Anyone had this issue before ?

Re: eSIM download issue

Chalupa_Batman — Sat, 22 Mar 2025 15:26:32 GMT

@Kiwi10 wrote:
Trying to activate my sister’s account but she was unable to download her eSIM via the app. She didn’t receive a email activation email with a QR code to download the eSIM either.

Anyone had this issue before ?

Hey @Kiwi10

I just moved to an eSIM myself and found it so super easy. The email I got, I just scanned the code with my camera and it started setting up for me. Give that a try.

Re: eSIM download issue

Kiwi10 — Sat, 22 Mar 2025 15:28:49 GMT

Yeah i saw that was what you’re supposed to do if you can’t download via the app, but she didn’t get an activation email either with the QR code

Re: eSIM download issue

Chalupa_Batman — Sat, 22 Mar 2025 15:30:17 GMT

If the eSIM didn't work, she can reach out to a CSA and ask for assistance sending it again.

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: eSIM download issue

BKNS27 — Sat, 22 Mar 2025 16:58:15 GMT

@Kiwi10

If your sister’s phone is eSIM compatible. Check the Spam emails.