topic Re: Esim in Get Support

Esim

Kurrupt86 — Thu, 01 Jan 2026 22:18:58 GMT

I lost my phone and I'm trying to purchase a new esim for the phone I have now but it's telling me to install the old one first. How to I put a new esim on my new phone?

Re: Esim

hTideGnow — Thu, 01 Jan 2026 22:21:11 GMT

hi @Kurrupt86

you don't need to "install the old one first" , can you show us what exact error was that? maybe post us a screenshot

generally speak, you need to install PM app on the new phone and login and buy eSIM from the Account page, click Purchase sim card and choose eSIM

if you have trouble with 2FA on SMS, just click Didn't Receive code or Resend code and choose Send email

Re: Esim

Kurrupt86 — Thu, 01 Jan 2026 22:30:44 GMT

Re: Esim

hTideGnow — Thu, 01 Jan 2026 22:33:50 GMT

hi @Kurrupt86

i think the app does not see your phone is eSIM compatible, at least not supported by PM

what phone is that?

and run the IMEI check here to see if it's eSIM is compatible here:
https://www.publicmobile.ca/en/get-help/articles/volte

If the test says the phone's esim would work here, then you will need to check with PM support agent for further assistance.

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, 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: Esim

Kurrupt86 — Thu, 01 Jan 2026 22:37:18 GMT

It says my phone is esim compatible. Thanks for the help

Re: Esim

hTideGnow — Thu, 01 Jan 2026 22:40:37 GMT

hi @Kurrupt86

try uninstall and reinstall the PM app and hope it will go through this time