topic Re: New phone eSIM won’t transfer in Get Support

New phone eSIM won’t transfer

Jim777 — Fri, 12 Dec 2025 04:57:41 GMT

I replaced my old iPhone with a new one. I exchanged the old one and don’t have it anymore. I’ve tried to download a new one and the site just won’t give me the option in my account. How do I continue my plan I have and get a new eSIM to use on it?

Re: New phone eSIM won’t transfer

Sansan — Fri, 12 Dec 2025 05:01:42 GMT

So you downloaded the Public Mobile app to your new phone and you cannot purchase the eSIM?

That is the process. Once you downloaded the app, go to Account and purchase SIM card, purchase eSIM.

Re: New phone eSIM won’t transfer

softech — Fri, 12 Dec 2025 05:03:03 GMT

@Jim777

eSIM cannot be moved. BUT Luckily, you can get a replacement for FREE

To rebuy new eSIM for FREE, first, download the 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 (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

https://www.publicmobile.ca/en/get-help/articles/esim-faqs

While direct eSIM to eSIM transfers are not supported, we do offer the option to transfer service from one eSIM to another by purchasing a new eSIM. If you are already using a Public Mobile eSIM, when you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:
* The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
* The eSIM must have been purchased at least 15 days prior to the new request.

Re: New phone eSIM won’t transfer

CS_Agent — Fri, 12 Dec 2025 14:19:15 GMT

Have you tried the steps of mentioned in the previous message which is as the following :

" To rebuy new eSIM for FREE, first, download the 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 (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device.

Please I would like to know which error are you getting by completing the steps above ?

Regards,

Jean

Re: New phone eSIM won’t transfer

kk223 — Fri, 12 Dec 2025 22:33:35 GMT

Hi I am experiencing problems purchasing an eSIM where I get a notification saying “payment failed” - from what you are saying though, should I not have to pay at all for the eSIM as a current subscriber? What could be the cause of this payment failed issue?

Re: New phone eSIM won’t transfer

hTideGnow — Fri, 12 Dec 2025 23:10:26 GMT

hi @kk223 it is more the payment system problem. PM payment system is glitchy. if you can wait , try again in 24 hours