topic Re: Subscribed but cannot in Get Support

Subscribed but cannot

MurrayPapa — Thu, 01 Jan 2026 17:30:37 GMT

I subscribed for eSIM and paid for setup but phone is locked by carrier eSIM and I cannot set up public mobile on new cell. I cannot get it unlocked as it was owned by someone else who sold it to me. I need to cancel the subscription now until I can get the issue fixed.@

Re: Subscribed but cannot

hTideGnow — Thu, 01 Jan 2026 17:34:34 GMT

hi@MurrayPapa

you will have to check with PM agent. While PM is a prepaid carrier and usually do not provide refund, they will usually issue refund if the activation was not successfully and the service was never used

you can 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

Re: Subscribed but cannot

BKNS27 — Thu, 01 Jan 2026 17:44:45 GMT

@MurrayPapa

First check if the phone is Blacklisted and reported lost or stolen. Dial *#06# on the phone for the IMEI number.

https://imeicheck.com/imei-check#google_vignette

If it is Blacklisted then there is not much you can do…you got taken.

If it is locked by a carrier, you will need to contact that carrier to have it unlocked. It is free or you can bring it to a cell phone repair shop to have it unlocked.

Re: Subscribed but cannot

CSA_PM — Thu, 01 Jan 2026 17:46:30 GMT

Thank you for the escalation! The customer is in contact with an agent.