topic Re: eSIM transfer cost in Get Support

eSIM transfer cost

biggerple — Fri, 04 Jul 2025 22:14:41 GMT

is it free to get a new eSIM on my new phone? I just installed a new one but I got charged the $5

Re: eSIM transfer cost

slusagm — Fri, 04 Jul 2025 21:48:04 GMT

Yes, if you got an eSIM already and just need it in the new phone, it is free

But you will need to ask PM to to reimburse

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

Or message them using this link:

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

CS_Agent will reply to your community inbox, check here:

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

Re: eSIM transfer cost

fixin1 — Fri, 04 Jul 2025 21:51:03 GMT

@biggerple - If you have had an eSIM previously on your old device, there will be no issue when receiving a new eSIM on a new device (Fee should be waived), but going from a SIM card to an eSIM or vice versa will charge you. Check the 'Payments' tab and see if it is waived by 72 hours via a credit or when your renewal is set to be at.

If nothing else, please contact Customer Support here:

⬇️ Click the link for an Agent ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work correctly OR you don’t have access to Log In (i.e: Forbidden A1), please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will typically get back to you within 48 hours. They work 7 days a week from 9 AM to 10 PM ET. You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for one of the agents responding back to you because they may notify you asking for some information via Private Message, in your community mailbox by clicking this link here: Mailbox

Re: eSIM transfer cost

biggerple — Fri, 04 Jul 2025 21:53:53 GMT

thanks all. sent them a ticket and waiting for my $5 back

Re: eSIM transfer cost

BKNS27 — Fri, 04 Jul 2025 21:55:44 GMT

@biggerple

eSIM is free if you have an existing account with your old phone. If you are transferring the eSIM from the old phone to the new phone then it is free. You will be charged but should receive a credit for the transfer to the new phone.

Re: eSIM transfer cost

biggerple — Fri, 04 Jul 2025 22:01:30 GMT

BKNS27, yes, I have an eSIM with my old phone

Re: eSIM transfer cost

computergeek541 — Fri, 04 Jul 2025 22:16:10 GMT

@slusagm wrote:
Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Please remember that it's not a choice between one or the other. Customers need to be using the ticketing system as provided in the chatbot.