topic ESim just disappeared off my phone. Now what? in Get Support

ESim just disappeared off my phone. Now what?

TracySjoquist — Fri, 05 Dec 2025 04:30:35 GMT

My phone dropped on the ground. Everything works fine but the eSim I have been using for over a year has disappeared. On the Account option the only choice is to buy a physical Sim card. Why? What changed? My husband has the same phone with PM using eSim. His account option os to purchase another eSim.

Extremely frustrating not to be able to talk to someone! Submitted a ticket yesterday but still no reply.

Re: ESim just disappeared off my phone. Now what?

softech — Fri, 05 Dec 2025 03:46:31 GMT

@TracySjoquist

if the eSIM is gone from your phone, you will need to rebuy a new one using the app

Download Public Mobile app on your new phone and login.
If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM.

Once it confirms your phone is eSIM compatible, click Pay $ and Install

Re: ESim just disappeared off my phone. Now what?

umnikke8 — Fri, 05 Dec 2025 04:02:21 GMT

Maybe there was physical damage to the phone's internals.

Re: ESim just disappeared off my phone. Now what?

computergeek541 — Fri, 05 Dec 2025 05:10:12 GMT

Re: ESim just disappeared off my phone. Now what?

SR2000 — Fri, 05 Dec 2025 05:40:18 GMT

What if I'm not seeing the screen to select the SIM card type on the app?

The only option I'm seeing on my new phone is Order & Pickup.

Re: ESim just disappeared off my phone. Now what?

Dunkman — Fri, 05 Dec 2025 15:16:51 GMT

@SR2000

If you phone is eSIM compatible, it should show purchase eSIM option when you select "Purchase SIM card" option on PM app.