topic Re: New SIM wont activate in Get Support

New SIM wont activate

Fazel1 — Wed, 03 Sep 2025 01:11:23 GMT

I just experienced the same issue. My credit card got charged and I selected my phone number but eSIM wasn’t installed. Now I can’t login as it’s sending a code to the phone number. I didn’t get an activation summary email either. I sent a PM to support, hopefully this can be fixed soon as I need the service for tomorrow, attending first day of university.

Re: New SIM wont activate

softech — Wed, 03 Sep 2025 01:11:54 GMT

@Fazel1

there is a chance that 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: New SIM wont activate

TheSterlinger — Wed, 03 Sep 2025 01:13:37 GMT

Agents usually reply within 30 minutes to to 1 hour.

Check your sim manager or sim settings to see if it automatically downloaded and make it primary or turn on this line.

Re: New SIM wont activate

Fazel1 — Wed, 03 Sep 2025 01:27:28 GMT

Thank you Softech, unfortunately the sim hasn't shown up in cellular settings and I never received the welcome email. Will await reply from CS Agent

Re: New SIM wont activate

CSA_PM — Wed, 03 Sep 2025 13:20:40 GMT

Thank you for the escalation! The customer is already in contact with an agent.

Re: New SIM wont activate

AlexSorochan — Sat, 13 Sep 2025 00:49:21 GMT

Did this ever get solved for you? I’m experiencing the same issues and customer service keeps telling me there isn’t an issue even though I’ve repeatedly said I can’t download the eSIM or get into my account. I have absolutely no service at all and the whole thing is so frustrating

Re: New SIM wont activate

cellphoneuser1 — Sat, 13 Sep 2025 03:55:16 GMT

@AlexSorochan wrote:
Did this ever get solved for you? I’m experiencing the same issues and customer service keeps telling me there isn’t an issue even though I’ve repeatedly said I can’t download the eSIM or get into my account. I have absolutely no service at all and the whole thing is so frustrating

Keep talking to CS_Agent. Only they can fix that.