topic Re: Primary and Personal numbers issue in Get Support

Primary and Personal numbers issue

AKS1963 — Mon, 06 Oct 2025 18:25:41 GMT

Hi folks. I was setting up a new PM account for my wife (a Bell Mobility transfer) but I used MY phone logged in as HER. She is set up fine now on her phone with PM BUT BUT BUT MY phone now has a primary and secondary number where the secondary number is HER phone number! How do I delete this secondary phone number off MY PM account?
I’m guessing this all happened because I was using MY phone logged in as HER to setup HER account? Would that be correct?

Thanks folks.

Re: Primary and Personal numbers issue

ORNGNBLK — Mon, 06 Oct 2025 18:38:35 GMT

@AKS1963 although you cant technically have 2 numbers under 1 account (each one needs its own email address and phone number) you may have downloaded the e-sim to your phone causing the phone to recognize the second e-sim. have your wife download the PM app to her phone and login. from there, she should be able to download a new e-sim (and PM will refund the $5 once they recognize she is a paid member) Sadly, e-sims are not transferable from phone to phone. Hope this helps

Re: Primary and Personal numbers issue

AKS1963 — Mon, 06 Oct 2025 18:42:51 GMT

Thanks, but her phone appears to work for text and voice right now or is that perhaps because the number isn’t “ technically” transferred from Bell Mobility yet?

Re: Primary and Personal numbers issue

AKS1963 — Mon, 06 Oct 2025 19:01:40 GMT

Ugggg, ok I activated a new eSIM using her phone logged into her account and now her phone has a primary and secondary line (both the same phone number I think) and my phone has a primary and secondary line, my number and her number. 😥 BUT her phone is showing SOS! Help please and thank you.

Re: Primary and Personal numbers issue

ORNGNBLK — Mon, 06 Oct 2025 19:12:01 GMT

@AKS1963 ok send a message to CS_Agent and they can help.

use the little envelope icon in the top right to send one. and check that envelope icon for a notification when they reply.

Re: Primary and Personal numbers issue

hTideGnow — Mon, 06 Oct 2025 19:18:49 GMT

hi @AKS1963

did you use a different email address to create the new account? PM system is one email for one account. If you have two accounts (yours and your wife), you will need two different email addresses to create the 2 accounts. If you have used one, that would be where the problem is

Re: Primary and Personal numbers issue

AKS1963 — Mon, 06 Oct 2025 19:20:28 GMT

Yes I used her email address on the PM app but from my phone.

Re: Primary and Personal numbers issue

AKS1963 — Mon, 06 Oct 2025 19:21:53 GMT

Thanks, I see no little envelope icon 😥

Re: Primary and Personal numbers issue

hTideGnow — Mon, 06 Oct 2025 19:24:35 GMT

hi @AKS1963

ok. no problem, you can still get it right yourself

Don't delete any eSIM on your phone!! First, make sure both the PM eSIM on your phone are on " Turn on this line" are toggleld on

At your wife phone, download PM app and login as your wife email. You will then ask for 2FA, the 2FA would send to your own phone

after you login the app on your Wife phone, go to Account page, click Purchase sim card and choose eSIM. Follow the steps to pay

After the eSIM is setup no your wife phone, Reset network settings on it and make sure it works, can make outbound calls.

Then on your phone, toggle off "Turn on this llne" for that "new' eSIM (that would be your wife esim on your phone). And change your own PM esim to Primary then Reset network settings on your phone. Then your number should work

Re: Primary and Personal numbers issue

AKS1963 — Mon, 06 Oct 2025 19:33:39 GMT

Where do I find the toggle options? Thanks

Re: Primary and Personal numbers issue

hTideGnow — Mon, 06 Oct 2025 19:38:37 GMT

HI @AKS1963

To turn off "Turn on this line" on your iPhone, open Settings, tap Cellular, select the specific line (SIM or eSIM) you want to disable from the "Cellular Plans" section, and then toggle the "Turn On This Line" switch to the Off position.

Re: Primary and Personal numbers issue

AKS1963 — Mon, 06 Oct 2025 19:57:11 GMT

Thank you BIG TIME. All good now (I think)

Re: Primary and Personal numbers issue

hTideGnow — Mon, 06 Oct 2025 19:59:05 GMT

hi @AKS1963

happy to help!!

if your wife's phone number is porting from another carrier, she should receive a text from the old carrier and need to reply YES within 90 mins. Then her port would completed shortly after. If she can only make outbound calls but not receiving inbound, it is just an indication that the port is not done yet.

Re: Primary and Personal numbers issue

computergeek541 — Mon, 06 Oct 2025 20:10:13 GMT