topic Unable to activate ESIM in Get Support

Unable to activate ESIM

Echo73 — Sat, 20 Sep 2025 16:10:10 GMT

I recently bought a new subscription but while installing the ESIM the public mobile server started updates. I now can't activate my ESIM on my phone. The Subscription has been paid and I can see my plan when I log on to my account I just can't activate the ESIM.

Any help would be great!

This is the error I keep getting. I think I need a new QR code

Re: Unable to activate ESIM

softech — Mon, 15 Sep 2025 02:42:49 GMT

@Echo73

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: Unable to activate ESIM

Echo73 — Mon, 15 Sep 2025 06:04:20 GMT

I received a ticket from a CS Agent advising that since I couldn't activate my esim to get the physical Public Mobile sim card from a Koodo Telus corporate store or by ordering it via Amazon and I'd receive it in 3 business days and pay 10$ in both cases and Public Mobile would then add 10$ on file for it after we swapped the sim card.

I'm not interested in a physical sim. Any idea's from the community?

Re: Unable to activate ESIM

Echo73 — Mon, 15 Sep 2025 06:29:36 GMT

The Agent responded again advising that they can't do anything and that I should by a physical Sim. Has anyone had this advice before? Why would an agent say that and not generate a new QR code?

Re: Unable to activate ESIM

slusagm — Mon, 15 Sep 2025 12:15:47 GMT

@Echo73

this is kinda normal. Agent cannot send you the QR code of the esim nor regenerated you a new one

but you can change to physical sim first, remember to ask them to reimburse, then try it change back to eSIM after