topic Re: esim on new phone did not activate my existing number in Get Support

esim on new phone did not activate my existing number

PatrishaR — Sat, 29 Nov 2025 04:53:50 GMT

What should I do ? I purchased a physical sim initially during phone change and then when it did not work while on the phone store , I bought the e sim on the PM app. Still not working either way

Re: esim on new phone did not activate my existing number

softech — Sat, 29 Nov 2025 02:53:46 GMT

@PatrishaR

there is a chance the Public Mobile esim 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) and your old PM physical sim.
Remove all physical sim from the phone. If you still have any non-PM 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 on new phone did not activate my existing number

PatrishaR — Sat, 29 Nov 2025 03:57:57 GMT

Hi. I am an existing PM customer for a year now and just moving esim to a new phone. I am still having trouble after trying your instructions. Still no network coverage.

Here is a summary of what I did:

•Today, I purchased a physical sim to supposedly transfer my esim number. I did the change sim portion on the app

•Samsung staff transferred my data to new phone and inserted the physical sim to the new phone as well and it was not working.[ 3- 4 hours ago]

• I attempted to fix it by purchasing and activating e-sim . Still did not work

•Another problem is my old phone has been reset as it was a trade-in and I don't have access to 2Factor authentication because of this. Is there a different way to authenticate. It does not show other authentication choices

Re: esim on new phone did not activate my existing number

softech — Sat, 29 Nov 2025 04:15:31 GMT

@PatrishaR

if you already completed the physical sim card update on the app, ignore the eSIM

What you need to do is to test if the new PM physical sim card works on another phone

and if not, or if you don't have another phone to test, ask PM to help to confirm if the physical sim was properly provisioned on the system. Private message CS Agent at:
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

And for the login issue, if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA

Re: esim on new phone did not activate my existing number

PatrishaR — Sat, 29 Nov 2025 07:02:49 GMT

Thank you for your assistance. I am still waiting for an update from the cs agent. He mentioned that it is a problem from their part andI should just wait . I still tried the physical sim on another phone but it didn’t work.

Re: esim on new phone did not activate my existing number

PatrishaR — Sat, 29 Nov 2025 18:00:42 GMT

Hello. It has been resolved. Turns out I just needed to wait for e sim coverage to activate. as for the physical sim, the one I tried to register appeared as used now and cannot be fixed... registered a new physical sim and it works now . Thank you for all your assistance.