topic eSim not supported but system said it did in Get Support

eSim not supported but system said it did

Roxanne_24 — Thu, 01 May 2025 15:57:22 GMT

Hello,
Before signing up and purchasing a subscription, I checked online to confirm whether my iPhone 11 would support an eSIM with Public Mobile, and all sources indicated that it would. I proceeded with purchasing a Public Mobile plan and once again checked compatibility using my IMEI—everything showed as supported.

However, after finalizing the purchase and just before downloading and activating the eSIM, a window popped up saying my device is not compatible.

Now what?
How can I purchase a physical SIM card, and how do I modify or update my plan to reflect this change?

Re: eSim not supported but system said it did

hTideGnow — Thu, 01 May 2025 15:58:59 GMT

hi @Roxanne_24

PM esim works on iPhone 11, you need to ask PM support agent to check

you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: eSim not supported but system said it did

BKNS27 — Thu, 01 May 2025 16:07:00 GMT

@Roxanne_24

It depends on what version of iPhone 11 you have. If it is one from North America then it is eSIM compatible but if it is the one from China then it is a dual nano SIM.

I would suggest you contact a CS_Agent for assistance by typing in Submit a Ticket on Chatbot and they will dm you back so keep your eyes on Bell icon on top of page.

Re: eSim not supported but system said it did

Roxanne_24 — Thu, 01 May 2025 16:09:34 GMT

thank you. i'm trying to send a message to a CS agent, but it won't leave my box. i was also directed by online chat agent to inquire within community.