topic Re: eSIM transfer issue on iPhone Air in Get Support

eSIM transfer issue on iPhone Air

Velena — Wed, 24 Sep 2025 22:47:56 GMT

im switching from iPhone 12 to IPhone Air and it says it not able to transfer my eSIM into a new phone and says that have to reach Public Mobile.
can you tell me what I need to do in order to activate my number on new device?

another option is to scan QR code but I don’t know how to get it.

Re: eSIM transfer issue on iPhone Air

Dunkman — Wed, 24 Sep 2025 21:10:43 GMT

@Velena

With Public mobile, unable to transfer eSIM to new phone.

Need to download PM app on your new phone. Login into your account and then purchase a new eSIM. It should be free, no charge. When you purchase, new eSIM will be downloaded onto your new iPhone. The old eSIM on your old phone will become inactive.

Re: eSIM transfer issue on iPhone Air

Velena — Wed, 24 Sep 2025 22:23:56 GMT

@Dunkman Thank you for your reply. I did see the same suggestion on Google; however, when I log in to PM App, it says I have to buy a new eSIM for $5. Technically, I can buy a new one - np, but I wonder if I'll be able to have the same phone number as I have now.
Do you know how can I reach technical support or smth?

Re: eSIM transfer issue on iPhone Air

slusagm — Wed, 24 Sep 2025 22:36:45 GMT

@Velena

yes, same number if you buy it that way

Also, you can ask them to credit you back the eSIM cost since you are just changing phone.

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: eSIM transfer issue on iPhone Air

Dunkman — Wed, 24 Sep 2025 22:47:24 GMT

@Velena wrote:
@Dunkman Thank you for your reply. I did see the same suggestion on Google; however, when I log in to PM App, it says I have to buy a new eSIM for $5. Technically, I can buy a new one - np, but I wonder if I'll be able to have the same phone number as I have now.
Do you know how can I reach technical support or smth?

@Velena

Yes, you will have the same number.

if you download the app on your new phone, login into your account. Then "purchase" your new eSIM then the new eSIM will download on your new phone with the same phone number. It should not charge you again. If you are charged, as mentioned, you can contact customer service agent to get credit to your account.

Re: eSIM transfer issue on iPhone Air

Subbie — Mon, 08 Dec 2025 03:20:58 GMT

@Velena I had the same issues as what you are experiencing and attempted what @Dunkman had metioned. According to the newly activated iPhone 13 Pro, it states $5 and will credit of $5.