topic Re: issue downloading e-sim in Get Support

issue downloading e-sim

LeighA999999 — Sun, 28 Dec 2025 06:28:04 GMT

I am setting up my very first cell phone. I did not get an email from Public with the QR code for my e-sim. How do I get the QR code with my e-sim. It's a new cell phone so I cannot exit the set-up screens to download the Public Mobile app.

Re: issue downloading e-sim

Chalupa_Batman — Sat, 27 Dec 2025 23:06:05 GMT

If you didn't get the email, you'll have to ask a CS Agent to get involved.

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: issue downloading e-sim

Frank52 — Sat, 27 Dec 2025 23:07:26 GMT

Hi @LeighA999999,

Did you check your email spam folder?

Re: issue downloading e-sim

LeighA999999 — Sat, 27 Dec 2025 23:10:30 GMT

My email didn't have a QR code attached to it.

Re: issue downloading e-sim

Frank52 — Sat, 27 Dec 2025 23:16:25 GMT

You would need to download the Public Mobile App to properly receive the QR code + activate your account. Which setup screens are you currently on?

Re: issue downloading e-sim

Sansan — Sun, 28 Dec 2025 00:28:01 GMT

@LeighA999999 is this a Samsung phone?

Samsung first requires the phone be activated with a physical SIM card first . You can borrow an active sim from a friend or family member and sign into your Samsung and Google account with your details. Once the phone is activated you can remove the sim card and download the Public Mobile app and proceed.