topic Unable to activate eSIM prescription in Get Support

Unable to activate eSIM prescription

Rachelgu68 — Wed, 11 Jun 2025 21:20:25 GMT

Hi,

I want to change my provider to PM.

After purchased prescription and during the app activation, I accidentally converted my original physical SIM to eSIM from the original provider, now it’s showing SOS only.

Now the PM app screen keeps saying eSIM not installed and won’t let me proceed. Searched online and I don’t see a Welcome email with QR code at my email inbox. Is this normal?

I am using iPhone 15 and very new to eSIM. Should I convert back that eSIM from original provider first?

Any suggestions appreciated.

Re: Unable to activate eSIM prescription

hTideGnow — Wed, 11 Jun 2025 21:23:57 GMT

hi @Rachelgu68

the esim probably is installed and just not configured properl. You might first make sure the old carrier esim is disabled

And Go to Settings-> Cellular or sim manager and make sure the Public Mobile esim is there and enabled (or Turn on this line option is enabled) and set as Primary. Then Reset Network Settings.

In case you don't see a Publc Mobile esim there, check the Welcome email from PM and there is a QR code to scan and install the esim

If you still need further help, ask support agent . 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: Unable to activate eSIM prescription

CSA_PM — Wed, 11 Jun 2025 23:04:00 GMT

Hi there. I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage