topic Re: New Subscriber Issue w eSIM in Get Support

New Subscriber Issue w eSIM

jaleelGT — Sun, 13 Jul 2025 01:58:15 GMT

I got a new plan and number along w an eSIM for my new Pixel 9. The eSIM looks like it downloaded and set up correctly but I can't receive or make any calls/sms msgs. I also can't log into my account because it tries to send a code to my new number vs my email.

I've tried turning the eSIM on off and on again, restarting my phone and resetting mobile network settings and it hasn't worked. Any suggestions on how I can create a support ticket?

Re: New Subscriber Issue w eSIM

slusagm — Sun, 13 Jul 2025 01:59:50 GMT

you set your Public Mobile esim as Primary? And data does not work either?

If none of those work, ask PM to help. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: New Subscriber Issue w eSIM

hTideGnow — Sun, 13 Jul 2025 02:02:26 GMT

hi @jaleelGT

so, it is a new activation on a new phone? and you are not an existing PM subscriber trying to move esim from old phone to new phone?

you can ask PM support agent for help. 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: New Subscriber Issue w eSIM

jaleelGT — Sun, 13 Jul 2025 02:05:59 GMT

That's correct. The eSIM is set as primary and I also cannot use mobile data.

Thanks for the direct link. I'll send support a msg.

Re: New Subscriber Issue w eSIM

jaleelGT — Sun, 13 Jul 2025 02:07:30 GMT

Yes that's correct. New activation new phone. And I'm not porting over an old eSIM from another phone.

Thanks for the links. I'll msg support directly