topic Re: eSIM not working in Get Support

eSIM not working

Snowypinto12 — Sun, 19 Oct 2025 00:56:01 GMT

Trying to get esim installed on new phone. Going from a physical one to new esim. It says it is unable to work and to contact public mobile

Re: eSIM not working

Socrates8567 — Sat, 18 Oct 2025 01:11:58 GMT

@Snowypinto12 wrote:
Trying to get esim installed on new phone. Going from a physical one to new esim. It says it is unable to work and to contact public mobile

Check to see if the eSIM actually downloaded. If it did, then make it the primary line. And then restart your phone.

If you still need help, csa can be reached here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: eSIM not working

hTideGnow — Sat, 18 Oct 2025 01:14:11 GMT

hi @Snowypinto12

you might not need to ask PM to help , you can do it yourself

you need to login My Account and go to Profile page to update sim card number. If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email"

But if you are unable to login My Account at all, then you will need to ask PM support agent to update the sim card number. 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 not working

Snowypinto12 — Sat, 18 Oct 2025 01:17:42 GMT

Where would I find the number for my new eSIM?

Re: eSIM not working

Socrates8567 — Sat, 18 Oct 2025 01:31:55 GMT

@Snowypinto12 wrote:
Where would I find the number for my new eSIM?

open your phone settings, enter eSIM and it should take you directly to it. Or go to settings and About. There should show your eSIM number as well.

Re: eSIM not working

hTideGnow — Sat, 18 Oct 2025 01:34:18 GMT

sorry @Snowypinto12 i was wrong, you don't need to enter the sim number yourself since you are using eSIM

did you buy the esim on your new phone already? Check Settings->Cellular or Sim Manager to see if the PM esim is there. Make sure you removed other sim card on the phone, other eSIM are disabled and only the PM eSIM is enabled.

then make sure the PM eSIM is set as Primary, then Reset Network Settings on the phone and it should work

Re: eSIM not working

Snowypinto12 — Sat, 18 Oct 2025 01:45:51 GMT

I see the rain is there but there is no number associated that I can find

Re: eSIM not working

hTideGnow — Sat, 18 Oct 2025 01:52:25 GMT

hi @Snowypinto12

again, no need to update the eSIM number.

did you follow the steps above to confirm if the PM eSIM in on your new phone, set as Primary and Enabled (or Turn on this line is toggled on)?

Re: eSIM not working

Snowypinto12 — Sat, 18 Oct 2025 02:26:21 GMT

Yes. I did. Even during the eSIM activation a phone notification said “cannot activate please contact public mobile”

Re: eSIM not working

hTideGnow — Sat, 18 Oct 2025 02:39:51 GMT

hi @Snowypinto12

sorry, then you really need to check with PM agent. Message them

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