topic Re: I bought a subscription with an eSim in Get Support

I bought a subscription with an eSim

Jennchill — Sat, 06 Sep 2025 15:20:23 GMT

The eSim will not work on my phone to activate my subscription. How do I get rid of the eSim, as I have a Sim card I purchased for this phone?

Re: I bought a subscription with an eSim

hTideGnow — Sat, 06 Sep 2025 15:22:21 GMT

hi @Jennchill

please ask support agent to update the physical sim card number to your account, 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: I bought a subscription with an eSim

slusagm — Sat, 06 Sep 2025 15:23:54 GMT

PM can help with switching the sim type and enter the sim card number for you.

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: I bought a subscription with an eSim

BKNS27 — Sat, 06 Sep 2025 16:55:00 GMT

@Jennchill

Did you check to see if your phone is eSIM compatible?

What is the make and model of your phone?

Re: I bought a subscription with an eSim

Jennchill — Sat, 06 Sep 2025 17:08:49 GMT

Moto 5g 2023 and yes I checked and it said yes online but when activating it said cannot use eSim.

Grrrr!

Re: I bought a subscription with an eSim

hTideGnow — Sat, 06 Sep 2025 17:24:34 GMT

HI @Jennchill

yes, usually it is just due to activation issue, not an issue with the eSIM. Many activating iPhone got the problem and need to change it to physical sim first to complete the activation and then change back to eSIM after

however, nothing wrong with physical sim, especially the fact that it is easy to move around phones. So, I suggest you keep using physical sim