topic Re: Issue with payment card and ESIM in Get Support

Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 20:26:02 GMT

The browser wont let me add my CC card !! BUt the APP will !! The browser lets me pick ESIM as i did an IMEI check and it will accept that my phone has an ESIM but the app wont let me pikc that as an option!! I tried to run a ticket but it wouldnt let me go further unless i had a sim number the General Chat gave me 12345678901234 but it didnt work ! !

I havent even got a plan yet and this has been nothing short of CRAXY !!!

Re: Issue with payment card and ESIM

TheSterlinger — Thu, 15 May 2025 18:47:40 GMT

So this is a new activation? You have to start and finish using the app. After it's successfully done, if you don't want yo continue using the app you can delete and use the browser.

Re: Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 19:22:02 GMT

The problem is I can go ahead with the app because it does register my payment card but it won't give me the e Sim option... Now I've already tested the IMEI on the site pick the plan I want it but on the browser it won't let me put my card in because it says error.... So in order to get the e Sim option I can do it on the browser but I can't do it on the app to where it accepts my payment method... I need the app to show the Esim option

Re: Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 19:22:50 GMT

Re: Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 19:23:12 GMT

Browser gives me the option the stupid app doesn't

Re: Issue with payment card and ESIM

TheSterlinger — Thu, 15 May 2025 19:33:46 GMT

From my understanding, you first click SIM, then it will present the option for eSIM after.

Re: Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 19:36:04 GMT

Re: Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 19:38:18 GMT

When I pick a sim it knocks out the app to the browser and the browser gives me a link to the site 😞 it's full circle retarded

Re: Issue with payment card and ESIM

Handy1 — Thu, 15 May 2025 19:41:51 GMT

@DrewX that’s strange , maybe Try uninstalling the app and reinstall it and start over see if that helps

Re: Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 19:45:40 GMT

I cleared the app data 😕 and cache ...there's 2 issues ...the browsers won't recognize my payment ...general inquiries on the public mobile app said use the app ..the app gets me through the payment process but unlike the browser won't allow me to pick /give me an option of Esim !!

When I get the options I have a sim to buy a sim or pick sim - pick sim kicks me out the app into the browser /website where it give me a link that in turns sends me back to the god dam app 😳..where it asks me to sign in but it boots me out cause it's trying to double sign in !!

This is crazy ..

Re: Issue with payment card and ESIM

Handy1 — Thu, 15 May 2025 19:50:25 GMT

@DrewX Could go to local Telus Koodo store and pick up physical SIM card and complete the activation as you have the option for “I already have SIM card “ . I prefer physical SIM card myself personally to many issues with eSIM and if you ever decide to change devices for the day or just get new phone or want to use in tablet it’s as simple as taking SIM card out and putting it in new device unlike eSIM that has to be re bought again and just seems to be more hassle then it’s worth that’s the route I’d go then ask support to refund you for the eSIM if you already paid for one .

Re: Issue with payment card and ESIM

DrewX — Thu, 15 May 2025 20:53:12 GMT

Was able to finally get it working went for the last 3 steps via the app and this comes up wow 😨 😳 tell me it's not Esim compatible

edited by computergeek541: As per terms of service, inappropriate language has been removed.

Sim issue

DrewX — Mon, 19 May 2025 17:57:51 GMT

Thought my phone took Esim ..it does not I have the physical sim here now and trying to conclude my subscription and it says "phone doesn't take Esim (which I know now ) Public mobile rep needs to change my Esim to regular on my account so I can get started

Re: Sim issue

hTideGnow — Mon, 19 May 2025 18:00:19 GMT

hi @DrewX

what phone do you have? sometimes the message shows wrong

but anyway, you need to ask PM support agent to help, 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: Issue with payment card and ESIM

DrewX — Mon, 19 May 2025 18:24:09 GMT

I was able to finally continue ..issue now is the public mobile website was incorrect it said my IMEI was Esim compatible and it was not ...so I sent off for a physical Sim and I have it in hand now I inserted in the phone and it won't continue further cause the app and site still says my phone ain't Esim compatible because that's what I signed up with 😳..so a rep needs to change it from esim to regular sim

Re: Issue with payment card and ESIM

slusagm — Mon, 19 May 2025 18:26:45 GMT

yes, you need PM support to change it from esim to physical sim and update the sim card number 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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Issue with payment card and ESIM

Handy1 — Mon, 19 May 2025 18:27:04 GMT

@DrewX Get support to sim swap from eSIM to physical sim for you

r send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: Issue with payment card and ESIM

DrewX — Mon, 19 May 2025 18:33:06 GMT

Thank you wow this has been very horrendous been trying to sign up since Thursday this is ridiculous you mean to tell me that public mobile you can't speak to someone physically I got to jump through hoops and barrels to get agents this coming to all been resolved have my IMEI not showed up Esim compatible when in fact it isn't it's a Galaxy s20 plus... Having the physical Sim in hand and retracted the phone and cleared the cache and data from the public mobile app on the phone and restarted it one would think it would see the SIM this hiccup of Esim or Sim shouldn't this my nuch of a road block it's a Sim nonetheless.... Now here it is almost the end of Monday now you got to wait for them to change it over I haven't even got my other three family members signed up yet and I already feel like this has been nothing but being dragged through broken glass

Re: Issue with payment card and ESIM

slusagm — Mon, 19 May 2025 18:35:19 GMT

@DrewX

we are just customers here to help

with your problem, if you can login My Account or app, then you can update the sim card number yourself

I assume that you cannot login and hence need PM to help. This is the last step to get it fix, so, message early and you will get this resolved quickly

Re: Issue with payment card and ESIM

DrewX — Mon, 19 May 2025 18:44:42 GMT

Yes and you have been helpful very helpful thank you. Just can't understand why I can't get the agent to reply back to my issue is he one response on Thursday but it had nothing to do with my issue at hand and now that I got a whole another issue I can't even log on I've been charged but I can't continue the sign up for the esim which again I don't want no one would I know now that my phone can't do that but I have the physical Sim I mean I should be able to sign in and pick regular Sim over Esim and be done .. I even tried to change the subscription it did give me the option to do with Sim

then but come up here