topic E-sim Unable to activate in Get Support

E-sim Unable to activate

AY2026 — Sat, 29 Nov 2025 04:50:21 GMT

I recently purchased a subscription and have been attempting to activate my eSIM. I scan the QR code and download the apps in android, I receive an error stating that activation is not possible. After multiple attempts, I am now still unable to complete the activation.

Re: E-sim Unable to activate

softech — Sat, 29 Nov 2025 03:48:51 GMT

@AY2026

You used PM app to activate and the app should have already installed the eSIM for you, and you don't need to scan the QR code to manual install. So, it is likely 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 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 or the PM eSIM is no where to be found, 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

Re: E-sim Unable to activate

slusagm — Sat, 29 Nov 2025 03:49:29 GMT

you need PM to 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