topic Re: eSIM installation failed in Get Support

eSIM installation failed

Olage1 — Wed, 14 Jan 2026 10:13:57 GMT

My old iPhone has a physical sim. I got a new iPhone 17. I followed the process on a new phone. I pushed a new eSIM, followed the prompt to install it. When I click install, it fails. Says something went wrong. I tried several times, tried to reboot - nothing helps. Same error message each time I try to finish eSIM installation. System screen won’t open.

Re: eSIM installation failed

AnnieIsme — Wed, 14 Jan 2026 00:11:37 GMT

I’m sorry I can’t help, but I am having the exact same issue 🫤

I have logged in and out and rebooted a number of times as well and the activation/install will not work.

Re: eSIM installation failed

slusagm — Wed, 14 Jan 2026 00:17:24 GMT

@AnnieIsme and @Olage1

did you both check the SIM Manager and see if the Public Mobile esim is already there? Sometime it is and the error was meant to be something else. If you see the esim there, enable it and Reboot the phone then Reset network settings

but if you cannot find the esim and need PM to check, please open a ticket.

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: eSIM installation failed

AnnieIsme — Wed, 14 Jan 2026 02:34:56 GMT

There is nothing showing on my phone (new 17) for the eSIM manager as I can’t even set up cellular service. I managed to find a QR code and tried to scan and I still or activate and it still won’t work. My physical sim on my old phone still works (need to keep it set up for now to receive codes for login and such for public)

Re: eSIM installation failed

AnnieIsme — Wed, 14 Jan 2026 02:36:34 GMT

When I try to transfer phone to phone as another option it come up saying I must contact Public Mobile to set up eSIM… which I have purchased but I can’t set up. It’s a vicious loop it appears I am stuck in.

Re: eSIM installation failed

slusagm — Wed, 14 Jan 2026 02:41:05 GMT

@AnnieIsme did you download PM app from app store and login to buy eSIM in your new phone?

eSIM cannot be transferred, you need to buy new. Please download PM app and buy eSIM if you have not done so

Re: eSIM installation failed

AnnieIsme — Wed, 14 Jan 2026 03:17:04 GMT

Yes, exactly what I did. I installed the Public Mobile app on my new phone. I logged in To my account purchased a new eSIM it charged me five dollars. I paid the bill. I logged out of my account and the Public Mobile app (for clarity sake). I was logged back in and saw the new eSIM installation/activation sitting there At the top of my account profile. I have gone through the activate eSIM screen and press the install eSIM now button on my new phone (This eSIM has not been installed on my old phone or attempted to be installed on my old phone). Once I press the install eSIM now button the system thinks and spits out the error message saying something is wrong. I have logged into my Public Mobile account on my iPad to try and get the QR code which is shown on my account because the eSIM has been purchased and is sitting there, but is not activated. I scan the QR code with my new phone and it thinks for a minute and then spits out an error message of- unable to continue cellular configuration, Contact to set up eSIM Public Mobile requires you to contact them to set up your eSIM. That’s the vicious loop. I’m stuck in. It will not set up or activate the newly purchased eSIM.

Re: eSIM installation failed

slusagm — Wed, 14 Jan 2026 03:18:50 GMT

If you used the app on the new phone, it won't install the eSIM on old phone

Anyway, I think you need PM to sort it out

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: eSIM installation failed

Olage1 — Thu, 15 Jan 2026 02:56:38 GMT

Yes, all done on new phone. Now I’m stuck. The only option I see is to install the purchased eSIM. No option to buy another one. No option to discard this one.

Re: eSIM installation failed

Olage1 — Thu, 15 Jan 2026 03:02:00 GMT

Sim Manager is Android menu.

On iPhone it is under Cellular. The purchased eSIM is still not there, as it was not installed. PM app fails to install it.

Re: eSIM installation failed

Olage1 — Thu, 15 Jan 2026 03:02:33 GMT

I opened a ticket. I hope they will help me