topic Re: “esim not installed” in Get Support

“esim not installed”

sihams — Sat, 24 May 2025 19:26:56 GMT

something didn’t go right while installing your esim. click below to retry

Re: “esim not installed”

slusagm — Sat, 24 May 2025 19:27:47 GMT

You need to ask PM to help

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: “esim not installed”

softech — Sat, 24 May 2025 19:29:57 GMT

@sihams

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, Please open ticket with PM support by private message:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: “esim not installed”

sihams — Sat, 24 May 2025 19:54:40 GMT

no esim EMAIL was generated. thus no QR code was given.

Re: “esim not installed”

softech — Sat, 24 May 2025 19:57:58 GMT

@sihams the app could already installed that for you, check Sim Manager screen

Or ask PM to help by opening ticket using direct message

Re: “esim not installed”

Chalupa_Batman — Sat, 24 May 2025 20:07:05 GMT

@sihams wrote:
something didn’t go right while installing your esim. click below to retry

Just wondering, what phone are you using and is it eSIM capable?

Re: “esim not installed”

beover4 — Sat, 24 May 2025 21:11:41 GMT

check if your other sim still installed , I made same mistake

Re: “esim not installed”

sihams — Sat, 24 May 2025 21:54:27 GMT

Hi all! iphone e sim comparable model.. an agent told me to go out and buy a physical sim and they will tie it to the account.
but the app still isn’t loading as it is still trying to log in via esim…

Re: “esim not installed”

computergeek541 — Sat, 24 May 2025 22:10:07 GMT