topic Re: eSIM problem in Get Support

eSIM problem

Reed14 — Wed, 28 May 2025 03:52:35 GMT

So I have an eSIM on my phone, then my phone broke, and I bought a physical sim and switched my plan to the physical sim from the eSIM. And put it in a different phone, but now my original phone is fixed and I want to switch the physical sim to my eSIM for my original phone on my plan, but it says my eSIM is in use but it is not in use in reality. Please help

Re: eSIM problem

BKNS27 — Wed, 28 May 2025 01:07:28 GMT

@Reed14

If you switch from eSIM to SIM then switch back to eSIM with same number. You need to purchase a new eSIM on PM app on the old phone. You should receive 1 free eSIM transfer.

If you are having issues, contact a CS_Agent at:

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

Re: eSIM problem

softech — Wed, 28 May 2025 01:07:31 GMT

@Reed14

honest, you can simply move the physical sim to that "old" phone if you don't want the trouble

but if you rather esim, then you will have to first delete that PM esim on that "old" phone. Then buy a new esim for free.

To rebuy new eSIM for FREE, download the app on your "old" phone and login. When login, PM would send you a 2FA and you should be able to receive it on your physical sim (leave the physical sim in that temporary phone so you can receive the 2FA, but If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message)

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM.

Once it confirms your phone is eSIM compatible, click Pay $ and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

https://www.publicmobile.ca/en/on/get-help/articles/get-a-sim-card

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee. See below for steps on how to get your new eSIM.