topic Re: I can't login to my account in Get Support

esim didn't work and can't access account

Kalistac — Tue, 02 Sep 2025 16:45:28 GMT

I'm having hard time getting my daughter a monthly subscription. I signed up and enter my imei to see if ng daughters phone will work with esim. It recognize it so we went for that to save 10$ and she needs a phone ASAP. After completing the subscription and enter my payment we chose a phone number. After it showing that the esim didn't work or something like that. Now whenever we login it says they sent the 6 digit code to the number that was given to. Phone number and now we can't see the 6 digit code so we can't access our account. Can someone help? Or should I just go to the mall and get a sim card?

Thanks

Deejay

xxxxxxxxxxxxxxxxxxx

Edit by Dunkman - removed personal information

Re: esim didn't work and can't access account

hTideGnow — Mon, 01 Sep 2025 23:12:46 GMT

hi @Kalistac

so, you checked the Settings ->Cellular screen and the PM eSIM not there?

ask PM support agent to 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

Re: esim didn't work and can't access account

Dunkman — Mon, 01 Sep 2025 23:14:11 GMT

@Kalistac

Did you receive email with QR code for eSIM?

If your daughter's phone is not eSIM compatible, then you will need to get physical SIM card. Then give that number to customer service agent to complete the activation.

I will try to escalate your post to CSA_PM agent who may get back to you in 30 minutes via private message

Re: esim didn't work and can't access account

Kalistac — Mon, 01 Sep 2025 23:30:26 GMT

Thank you..no I don't remember getting a QR code for the esim. But I can't access my daughters app because it's asking for a 6 digit code and says it sending to a phone but I don't know that phone number so I cant see the code. So I can't access our account in the app.

Re: esim didn't work and can't access account

Kalistac — Mon, 01 Sep 2025 23:31:18 GMT

Ty I did send an email to the link you provided.

Re: esim didn't work and can't access account

CSA_PM — Tue, 02 Sep 2025 00:06:27 GMT

Hi there. I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: esim didn't work and can't access account

Kalistac — Tue, 02 Sep 2025 04:19:11 GMT

I was able to put my number in the settings then I now get the authentication code. But when I enter it it accepts then it asks for another 6 digiit authentication number sent to my phone but this time I dont receive anything...wtf..this is frustrating..this is not good seems like an error on your network

Re: esim didn't work and can't access account

Kalistac — Tue, 02 Sep 2025 16:46:09 GMT

It keeps asking me for authentication code...when I first sign in and I finally enter personal phone number in the settings..first authentication code will be sent..then I enter it and it accepts..then it will ask for another authentication number and I dont get it on my phone..so I cant sign in..why asking me twice?? I need help..I already paid for the month this is for my daughter new phone..I am not happy with the customer service..I sent so many emails pls help

Deejay

xxxxxxxxxxxxxxxxxxxxxx

Re: I can't login to my account

hairbag1 — Tue, 02 Sep 2025 05:50:10 GMT

@Kalistac

use this link to direct message Customer Support for their help on this...

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

Re: I can't login to my account

ORNGNBLK — Tue, 02 Sep 2025 10:10:06 GMT

@Kalistac *to start, please delete your personal information from this post by using the drop down arrow to edit.
For the issue: If you are a new subscriber and not getting your 2FA eversafe code, it may be because you are using the web version to complete the sign up. You must download the Public Mobile app, and use it to go through the subscription process. Hope this helps.

Re: I can't login to my account

Kalistac — Tue, 02 Sep 2025 11:50:50 GMT

I did download the app on my daughter’s phone. I was trying to complete the set up but now when I try to login to her account it keeps asking me for the authentication code. The first code I get in my personal phone and I get to enter the code and it accepts. After that it will ask again and says the code was sent to my phone but I don’t get the code.

Re: esim didn't work and can't access account

Dunkman — Tue, 02 Sep 2025 12:52:03 GMT

@CSA_PM wrote:
Hi there. I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

@Kalistac

Did you respond to the PM employee in the above post? Click on that link to go to your private message inbox and continue conversation with that agent. You need help from customer service agent. I escaltated your post to a special agent who should give you quicker service.

Re: I can't login to my account

Dunkman — Tue, 02 Sep 2025 13:14:56 GMT

@Kalistac

You need customer service agent help. As per your last post yesterday, please reply to CSA_PM and continue conversation with CSA.

Check your private message inbox

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

P.S. I will combine your two posts eventually.