topic Re: eSIM won't download in Get Support

eSIM won't download

James1603 — Mon, 10 Nov 2025 05:54:03 GMT

I'm trying to transfer my number from another carrier. I've gone through all the steps to activate my PM account, but the final step of downloading the eSIM doesn't work. The PM instructions for solving this problem are to use another device to log in and then scan the eSIM QR code, but I can't access my account using another device -- when I try, PM sends me a code to confirm my identity, but my phone can't receive texts after switching from my previous carrier, so the code never arrives.

Apparently, the number transfer process can take up to 5 hours, but it's now been longer than that. I feel like I'm going in circles here, and I'm regretting initiating this process to switch to PM. Any help would be appreciated!

Re: eSIM won't download

BKNS27 — Sun, 09 Nov 2025 21:47:37 GMT

@James1603

You willing need the assistance from a CS_Agent so click on the Chat icon and type in Submit a Ticket then Contact for an agent to help you complete your porting.

Re: eSIM won't download

umnikke8 — Sun, 09 Nov 2025 21:59:09 GMT

I don't know if PM is using QR codes any more. Have you tried using the PM app to install the eSIM?

Re: eSIM won't download

James1603 — Sun, 09 Nov 2025 22:13:31 GMT

Yes, I was using the app to install. There was a QR code at one point when I logged in on my computer during the initial account registration, but I didn't use it because PM suggested using the app instead, and now I can't get back to that page because of the verification issue I mentioned. PM also suggests scanning the QR code that was included in the welcome email, but there was no code in the email.

Re: eSIM won't download

softech — Sun, 09 Nov 2025 22:14:00 GMT

@James1603

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually. If you cannot find it in Inbox of your email, check also the Spam box.

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there

Re: eSIM won't download

James1603 — Sun, 09 Nov 2025 22:14:59 GMT

Thanks. I've tried that, but I keep getting an error message saying that I'm unable to submit a ticket, which is why I came here instead.

Re: eSIM won't download

James1603 — Sun, 09 Nov 2025 22:42:05 GMT

Thanks for the reply. The PM eSIM isn't listed in the settings of my iPhone, but my previous carrier (Koodo) is still there.

The welcome email doesn't have a QR code.

I was finally able to submit a ticket after earlier attempts that resulted in error messages, so here's hoping a PM agent can resolve this.