topic Re: eSIM mistake in Get Support

eSIM mistake

ChrisYYC — Thu, 05 Jun 2025 19:43:07 GMT

Hiya, I am trying to add a second phone to my account. ChatBot suggested that I could buy a sim/esim and then add a subscription. I bought the eSIM on my second phone but what it’s happened is it’s moved my current number to my new phone. How can I reverse that? Second, how can I do what I originally was trying to do, add a new number? Thanks!

EDIT: I forgot to mention: my first phone has a physical sim.

Re: eSIM mistake

BKNS27 — Thu, 05 Jun 2025 15:00:49 GMT

@ChrisYYC

You can only have 1 account/1 email. What it did is the last number superseded your first number.

You will need to straighten this out with a CS_Agent by clicking on the Chat icon and type in Submit a Ticket or

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

You will need a second email for the second account but you can use the same password.

Re: eSIM mistake

softech — Thu, 05 Jun 2025 15:01:10 GMT

@ChrisYYC

you cannot add second line to the same account, you have to create new

first, to fix the issue, remove the old esim on the first phone , delete it as it is no longer useful. Then download PM app on the first phone, login and buy esim again. It will install another esim on the first phone and the esim on the 2nd phone would be voided

once it is all working on the first phone, esim installed and voice and data work, go to the 2nd phone, delete the PM esim. Go to PM app, use another email to create a new account and subscribe

Re: eSIM mistake

ORNGNBLK — Thu, 05 Jun 2025 15:01:56 GMT

@ChrisYYC you can only have 1 subscription per account. ie: in order to add an account, you will need to use a different email and sim/eSim. You can use the same CC as payment for multiple accounts though.

Re: eSIM mistake

softech — Thu, 05 Jun 2025 16:12:20 GMT

@ChrisYYC you just added the physical sim card back now.

sorry, the old physical sim is now voided, not useful. You need to go to a Telus or Koodo store to get a PM sim for $10, or order on Amazon for $5

once you got the sim card, login My Account, go to Profile page and update the Sim card number (or using the app, go to Account page).

And a reminder, do NOT remove your esim on the 2nd phone until your new physical sim is updated and up and running

Re: eSIM mistake

ChrisYYC — Thu, 05 Jun 2025 16:53:00 GMT

I will do that and report back. Thanks folks!

Re: eSIM mistake

ChrisYYC — Thu, 05 Jun 2025 19:26:44 GMT

Thank you everyone for jumping in! Customer service was able to connect things back to my old sim.