topic Can't install eSIM in Get Support

Can't install eSIM

io-kyle — Mon, 06 Oct 2025 23:15:24 GMT

I just signed up for a plan, and am trying to install eSIM on my iPhone Air. Every time I try and pick a number, it goes to activate eSIM on step 6 of 6 in the app, and then fails. I no longer have the option ti click retry, but even when I did, it didn't work. How do I get past this step?

Re: Can't install eSIM

hTideGnow — Mon, 06 Oct 2025 23:17:51 GMT

hi @io-kyle

are you using the PM app for activation?

which step you got stuck at? did you got passed the payment step yet? If not, you can try to uninstall and reinstall the app. And login with a different email address to create another account and run through the activation again

Re: Can't install eSIM

io-kyle — Mon, 06 Oct 2025 23:19:19 GMT

I installed the app and went through there, I went through the payment step fine, but it gets stuck right after I pick a number and it tries to activate, where it just fails.

Re: Can't install eSIM

slusagm — Mon, 06 Oct 2025 23:21:09 GMT

@io-kyle

you need to ask PM to check and 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: Can't install eSIM

io-kyle — Mon, 06 Oct 2025 23:26:04 GMT

thank you, I will give that a try.