topic Re: Can't buy eSIM because ID verification won't send to email instead of broken phone in Get Support

Can't buy eSIM because ID verification won't send to email instead of broken phone

Cjn1 — Fri, 28 Nov 2025 16:44:52 GMT

My phone is broken. I have set up a hand me down phone and was trying to transfer the SIM card from my existing phone to the new phone. The SIM card does not fit. I went online and tried to buy an eSIM. But the identification verification Will only send to my phone, which I can't access. How can I get the identification verification sent to my email address instead.

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

hairbag1 — Fri, 28 Nov 2025 16:46:55 GMT

@Cjn1

if you can't log in to your account, use this link to message Customer Support for their help..

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

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

hTideGnow — Fri, 28 Nov 2025 16:47:54 GMT

hi @Cjn1

instead of 2FA to email, is there any option Send Voice Message after you click Didn't receive code or Resend Code? if it has that option, try it, you can then call yourself from another phone to retrieve the voicemail

if that does not work, ask PM support agent to help, but you might need to temporary change to a physical sim card first

To contact PM support, 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: Can't buy eSIM because ID verification won't send to email instead of broken phone

Cjn1 — Fri, 28 Nov 2025 16:49:35 GMT

I am in my account I have selected the option to buy eSIM. My credit card information is there but below that, it says sim not selected and will not let me proceed. I have downloaded the app and tried that way. The only option to get ID verification for this is that they sent you the text phone number, there is no option to select by email

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

hairbag1 — Fri, 28 Nov 2025 16:56:34 GMT

@Cjn1 wrote:
I am in my account I have selected the option to buy eSIM. My credit card information is there but below that, it says sim not selected and will not let me proceed. I have downloaded the app and tried that way. The only option to get ID verification for this is that they sent you the text phone number, there is no option to select by email

as you do have access to your account, click that little orange chat bubble on lower right side of page to start the process to get Customer Support.

added...does the old cellphone even accept esim ? Just confirm it does, otherwise you'll need to find the adapter frame to get the hard sim to fit the cell.

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

TheSterlinger — Fri, 28 Nov 2025 17:01:45 GMT

SIM cards are customized to 3 parts. Just gently pop-up the smaller size for your phone or the bigger size if this is an older phone.

Ask any store to give the little adaptor if you need; they throw them out and sim fit inside.

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

Cjn1 — Fri, 28 Nov 2025 17:00:03 GMT

My SIM card is from 2014.

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

Cjn1 — Fri, 28 Nov 2025 17:00:29 GMT

I am in my account I am an existing customer since 2014 I will wait for customer service direct reply thank you

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

TheSterlinger — Fri, 28 Nov 2025 17:03:14 GMT

That's ok, mine is from 2010.

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

Cjn1 — Fri, 28 Nov 2025 17:05:48 GMT

Thank you I am waiting for private message from a direct support person.

Re: Can't buy eSIM because ID verification won't send to email instead of broken phone

Cjn1 — Fri, 28 Nov 2025 17:06:38 GMT

And no there are no options other than texting the verification code to the broken phone. I have been able to have verification codes sent by email all morning this is the only process that will not allow it.