topic Cannot get eSIM – app forces SIM card, website redirects to app in Get Support

Cannot get eSIM – app forces SIM card, website redirects to app

Janice14 — Sun, 14 Dec 2025 20:28:42 GMT

Hi,
I’m trying to switch to an eSIM on a new Samsung phone.

The Self-Serve app only allows ordering a physical SIM, and when I use the website (which does show eSIM), it tells me I must use the app.

I’m stuck in a loop and can’t generate an eSIM QR code.

Could a moderator please issue an eSIM QR code or enable the Change SIM → eSIM option on my account?

Thank you.

Re: Cannot get eSIM – app forces SIM card, website redirects to app

hTideGnow — Sun, 14 Dec 2025 20:30:56 GMT

hi @Janice14 yes, you can only use the PM app to buy eSIM, you cannot use My Account on the website

what model of phone is that?

check if your model of phone is compatible with PM system using the IMEI check here

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

Re: Cannot get eSIM – app forces SIM card, website redirects to app

Janice14 — Sun, 14 Dec 2025 20:38:40 GMT

Thank you! It is possible that I don't need one. I'm just trying to get my new phone working and it is asking me for a SIM card or QR code.

Old phone: Galaxy A8

New phone: Galaxy A15 5G

What do I need to do to activate my new phone?

Re: Cannot get eSIM – app forces SIM card, website redirects to app

softech — Sun, 14 Dec 2025 20:46:55 GMT

@Janice14

for new Samsung phone, it is a Samsung device policy that you need a sim to setup the phone first. You can use your current PM physical sim card to do so if you have one. If you don't have an active physical sim, you might need to borrow from a friend to setup the device first

After the phone is setup, you can get the eSIM if you like. 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

Re: Cannot get eSIM – app forces SIM card, website redirects to app

hTideGnow — Sun, 14 Dec 2025 20:48:28 GMT

HI @Janice14

your A8 should have a nano sim card and have no eSIM

So, just move the sim card to the new A15 and it will work