topic Re: Account setup issues - not esim compatible in Get Support

Account setup issues - not esim compatible

RustyPilot — Wed, 09 Jul 2025 20:02:39 GMT

I was setting up a subscription today on my old Google pixel 2 XL. The app incorrectly identified that the device was compatible with esim. I selected esim, set up the account and initiated the transfer from my old carrier. When the app tried to install the esim it failed. Now I'm stuck with no access to the phone number and no way to switch to a Sim card. How do I get the number transferred to the SIM card I now have? The phone number from the old carrier is stuck in limbo associated with the new public Mobile account.

Re: Account setup issues - not esim compatible

hTideGnow — Wed, 09 Jul 2025 16:52:42 GMT

hi @RustyPilot

you need to ask PM agent to help. But you will likely have to buy a sim from Telus or Koodo store or Amazon and then ask PM support agent to help to update the sim card number for you

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: Account setup issues - not esim compatible

RustyPilot — Wed, 09 Jul 2025 17:28:37 GMT

Thanks! I have a Sim card and have reached out to PM support. Hopefully, this will be resolved quickly.