topic Re: Requesting Refund for eSIM Charge After Device Switch in Get Support

Requesting Refund for eSIM Charge After Device Switch

anant13sharma — Fri, 30 May 2025 20:09:29 GMT

I recently switched to a new phone and had to pay for a new eSIM, even though I already have an active subscription with Public Mobile. There was no option provided to transfer my existing eSIM to the new device without being charged again. This charge feels unfair because I was not activating a new line or account. I was simply moving my existing service to another phone. Most providers allow customers to transfer or re-download an eSIM for free in this type of situation. I am requesting a refund for the eSIM charge. I believe it should not apply when a customer is continuing their service on a new device. Please let me know what steps I need to take or if more details are required. Thank you for your time and support.

Re: Requesting Refund for eSIM Charge After Device Switch

ORNGNBLK — Fri, 30 May 2025 20:13:42 GMT

@anant13sharma If you already had an active ESIM and got charged for a new one - the system should generate a credit (as a current subscriber) If you dont see that in a few days, you can use the orange chat bubble to start a conversation with PM. They should be able to reverse that charge no problem. Hope this helps

Re: Requesting Refund for eSIM Charge After Device Switch

TheSterlinger — Fri, 30 May 2025 20:14:12 GMT

If you previously had eSIM, a new one is free. If you had physical SIM and want to go to eSIM, we'll, that's not free.

But use orange chatbot to create a ticket and ask. They will let you know.

Re: Requesting Refund for eSIM Charge After Device Switch

anant13sharma — Fri, 30 May 2025 20:15:47 GMT

I had e-Sim already and I was trying to transfer it from one device to another.

Re: Requesting Refund for eSIM Charge After Device Switch

TheSterlinger — Fri, 30 May 2025 20:19:34 GMT

So public mobile does not allow you to switch or transfer. What you did was correct to repurchase a new one, but there should be a credit in your account. Do you see five dollars in your Available Funds? If not, then contact them, they will credit you.

Re: Requesting Refund for eSIM Charge After Device Switch

anant13sharma — Fri, 30 May 2025 20:22:31 GMT

Thanks for letting me know. I tried checking my Public Mobile account, but I couldn’t find where exactly the $5 credit would show up. Can you please tell me where to look or what section it should appear in? I just want to be sure I didn’t miss it.

Re: Requesting Refund for eSIM Charge After Device Switch

softech — Fri, 30 May 2025 20:24:17 GMT

@anant13sharma

PM will reimburse you the esim cost, but you need to message them and ask

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
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: Requesting Refund for eSIM Charge After Device Switch

ORNGNBLK — Fri, 30 May 2025 20:24:34 GMT

in the app, go to the payment tab and see the available funds below the estimated amount due section.

Re: Requesting Refund for eSIM Charge After Device Switch

TheSterlinger — Fri, 30 May 2025 20:37:39 GMT

When I go online, right on my main page, there's a tab called AvailableFunds. That's where money for next renewal will appear if you have any. They are essentially credits. They will be used first at next renewal, then any balance deducted from cc.

Re: Requesting Refund for eSIM Charge After Device Switch

CSA_PM — Fri, 30 May 2025 20:59:00 GMT

Hi there, I’ve looked into it and see that the issue is now being handled directly by an agent.

Let me know if any further help is needed.