topic Re: Can’t download app and complete activation as phone is from a different country. in Get Support

Can’t download app and complete activation as phone is from a different country.

Ahkcee — Wed, 23 Apr 2025 10:38:21 GMT

I need to use my phone in two counties and so I need the App Store to stay in the European region.
I have gone through the process of ordering an eSIM for when I’m in Canada. During activation it says to download the app, which I can’t do on my iPhone 15.
Do I need to ask for a refund, or is there a way to bypass the need for the app?

Thanks

Re: Can’t download app and complete activation as phone is from a different country.

computergeek541 — Wed, 23 Apr 2025 10:45:38 GMT

@Ahkcee wrote:
I need to use my phone in two counties and so I need the App Store to stay in the European region.
I have gone through the process of ordering an eSIM for when I’m in Canada. During activation it says to download the app, which I can’t do on my iPhone 15.
Do I need to ask for a refund, or is there a way to bypass the need for the app?

Assuming that your iPhone 15 has a SIM card slot, you'll need to get a Public Mobile customer support agent to change to this to an activation using a physical SIM card. These can be purchased from corporately owned and operated Telus stores. As for the Public Mobile app, this is needed to finish activating your account, but I believe that the online Public Mobile customer support agent may be able to bypass this. I'll try to see if there is a customer support agent around, but if one doesn't contact you, feel free to contact them by sending a private message to the username CS_Agent.

Re: Can’t download app and complete activation as phone is from a different country.

RavingRaven — Thu, 24 Apr 2025 10:52:25 GMT

@Ahkcee

Once you have a physical sim card you can complete your activation by borrowing a device that can download the PM App. Another phone or tablet can be used. Once the activation is complete and all services are working on your iPhone log into your account and verify your identity with the one time SMS text. After you complete this step uninstall the PM App and return the borrowed device. You can access your account online going forward.