topic Re: Unable to activate e sim in Get Support

Unable to activate e sim

Sharky62 — Mon, 01 Dec 2025 22:03:51 GMT

Unable to activate e sim

Re: Unable to activate e sim

softech — Mon, 01 Dec 2025 17:31:09 GMT

there is a chance that 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: Unable to activate e sim

hTideGnow — Mon, 01 Dec 2025 17:33:24 GMT

hi @Sharky62

can you confirm if the esim already installed? It could be installed by the app and you don't need the QR code to install.

fisrt, make sure your old physical sim card is removed , or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular

On the same Sim card Manager, or Settings->Cellular screen, check if Public Mobile esim is there. If it is , make sure it is set as Primary and enabled (or Turn on this line is enabled), then Reset Network settings

if that does not help, ask support agent to check, 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