topic Re: E Sim not activating in Get Support

E Sim not activating

Smeep — Thu, 17 Jul 2025 19:44:53 GMT

Hello,

I subscribed yesterday for a plan with esim. It said my phone is compatible and took the payment but later it gives error when activating the sim. It asked me to pick a number but the last step keeps failing. Now it is sending verification code to that new number that I do not remember. Either refund me the money so I can go to another carrier or help me activate my sim.

Re: E Sim not activating

ORNGNBLK — Thu, 17 Jul 2025 19:52:29 GMT

@Smeep try messaging CS_Agent to assist. But first, are you using the app to do the subscription? the web version will not allow you to complete fully.

You can send a private message to a CS_Agent by using the link below
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: E Sim not activating

softech — Thu, 17 Jul 2025 19:55:09 GMT

@Smeep

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there

Re: E Sim not activating

Smeep — Thu, 17 Jul 2025 20:03:00 GMT

It is not working for me. I will go in store to buy a SIM card. Can you cancel my account please and give me refund that you charged me yesterday

Re: E Sim not activating

ORNGNBLK — Thu, 17 Jul 2025 20:08:31 GMT

If you message a CS_Agent, they can definitely assist. We are just customers here trying to help other customers. We cannot refund, cancel or set up any account related things. Just a forum for support. 🙂 Hope this helps

Re: E Sim not activating

BKNS27 — Thu, 17 Jul 2025 21:16:59 GMT

@Smeep

Just curious what is the make and model of your phone so we can double check if it is eSIM compatible.

It is an easy fix.

Re: E Sim not activating

Smeep — Thu, 17 Jul 2025 23:43:19 GMT

It is asking to confirm my identity and is sending the 6 digit code to the new number I picked for this line so I am unable to access that and get past that stage. Please advise.

Re: E Sim not activating

ORNGNBLK — Fri, 18 Jul 2025 01:18:05 GMT

@Smeep when it prompts to send the code, Do you have the opportunity to send the code to email? If so do that. Have you initiated a conversation with a cs agent already, as suggested earlier?