topic Re: Trouble Activating Subscription [ESIM] in Get Support

Trouble Activating Subscription [ESIM]

DadMuhammad — Tue, 01 Jul 2025 18:13:59 GMT

HI, I got referred by a friend, i selected a subscription and downloaded the app but it is giving an error when activating the subscription. I am using an iPhone. How do i resolve the issue? I tried to click get support on the app but after directing me to login it gives me a white screen.

Re: Trouble Activating Subscription [ESIM]

BKNS27 — Tue, 01 Jul 2025 18:16:48 GMT

@DadMuhammad

What model iPhone do you have? It may not be eSIM compatible.

If it is compatible then contact a CS_Agent by clicking on the Chat icon and type in Submit a Ticket for an agent to help you.

Re: Trouble Activating Subscription [ESIM]

Chalupa_Batman — Tue, 01 Jul 2025 18:23:58 GMT

@DadMuhammad wrote:
HI, I got referred by a friend, i selected a subscription and downloaded the app but it is giving an error when activating the subscription. I am using an iPhone. How do i resolve the issue? I tried to click get support on the app but after directing me to login it gives me a white screen.

Hello @DadMuhammad

Depending on what model of iPhone you're using, it may not be compatible with an eSIM and will require a Customer Service Agent to change it to a physical SIM card and mail one out to you. eSIM support for iPhones started around 2018 with the XS XS Max XR and SE 2.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Trouble Activating Subscription [ESIM]

hTideGnow — Tue, 01 Jul 2025 18:26:22 GMT

hi @DadMuhammad activating eSIM or physical?

try reboot phone and relogin the app and see if the app can complete the activation

if same, message support for help, you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage