topic Re: ESIM install failed in Get Support

ESIM install failed

Maddy066 — Thu, 02 Oct 2025 17:36:07 GMT

It keeps getting fail in the app and I haven't received QR code in email to install it manually.

Re: ESIM install failed

slusagm — Thu, 02 Oct 2025 17:38:06 GMT

ask PM to help

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: ESIM install failed

hTideGnow — Thu, 02 Oct 2025 17:40:55 GMT

hi @Maddy066

check Sim Manager or Settings->Cellular has the Public Mobile eSIM already. Sometimes it is there, just the error message was confusing. If it is there, enable it and Reset Network Settings

But if that does not help, ask PM agent to help. 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: ESIM install failed

CSA_PM — Thu, 02 Oct 2025 18:09:04 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

Re: ESIM install failed

Maddy066 — Thu, 02 Oct 2025 18:12:25 GMT

eventually i ended up getting physical sim card which cancel out the whole purpose of the so called online sim purchase