topic Re: Can’t install ESIM in Get Support

Can’t install ESIM

skijmarc — Mon, 05 May 2025 18:18:51 GMT

Hello, I’m transferring from Rogers and trying to install the esim and transfert my number, however I can’t get passed the part when it goes to the three steps, activating subscription, install esim, etc. I get this error message every time.

ESIM NOT INSTALLED

Something didn't go right while installing your eSIM. Click below to retry.

I’ve contacted rogers to see if they are blocking the port, but they are not. Any help? Since it says that I’ve paid but can’t activate.
Also, looked in the community and I never got the welcome email with the QR code either.

Thanks

Re: Can’t install ESIM

slusagm — Mon, 05 May 2025 18:14:10 GMT

check if the sim manager have the Public Mobile sim card there, sometimes it is a false negative.

if nothing is there, ask PM to check. 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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can’t install ESIM

hTideGnow — Mon, 05 May 2025 18:14:33 GMT

hi @skijmarc

what phone do you have? did you allow the app to install the esim on your phone?

check if you have a Welcome email from Public Mobile. If there is one, there should be an esim QR code and you can scan and install manually.

if not, then ask PM support agent for assistance. 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: Can’t install ESIM

Sansan — Mon, 05 May 2025 18:15:22 GMT

So you download the Public Mobile App, choose eSIM and it's not working.

And your phone is eSIM compatible?

Did you check your junk mail for the QR code?

If not, you could message Public Mobile directly for assistance from CSA at the link below.

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

Re: Can’t install ESIM

skijmarc — Mon, 05 May 2025 18:18:40 GMT

Thanks, I will contact CS, I’ve used esims in the past with no issue

Re: Can’t install ESIM

BKNS27 — Mon, 05 May 2025 18:20:46 GMT

@skijmarc

If your phone only have SIM and eSIM. If your current Rogers is on eSIM. You can’t install 2 eSIM is it is not have dual eSIM.

You need 1 on SIM and 1 on eSIM.

What is the make and model of your phone?

Re: Can’t install ESIM

skijmarc — Mon, 05 May 2025 18:21:53 GMT

I have a regular Rogers Sim trying to go to Public mobile esim, using iphone 14 pro

Re: Can’t install ESIM

slusagm — Mon, 05 May 2025 18:22:50 GMT

@BKNS27

this is not true. You can install 2 esims, and couple more

just that only one esim is allowed to be active for most phones. But some newer phones allow dual active esims

Re: Can’t install ESIM

BKNS27 — Mon, 05 May 2025 18:24:56 GMT

@slusagm

Yes you are correct if it is a newer phone. My older Samsung phone only have one of each.

Re: Can’t install ESIM

slusagm — Mon, 05 May 2025 18:28:55 GMT

@BKNS27

even older Samsung would allow installing of multiple esim. The important thing is just one active esim. So, you can install 3 esim with 2 of them disabled, but 1 active