topic Re: I need a ESIM refund in Get Support

I need a ESIM refund

akarshmallya — Thu, 22 Jan 2026 03:25:57 GMT

Switched to a new phone, public mobile store charged me 5.65 for a new eSIM even though it should allegedly have shown $0 when i was doing the purchase/checkout in the app.

I had submitted a ticket about this before, but never heard back, and the ticket is not in my inbox/outbox. The ticket has disappeared and I have no refund. So today I submited another ticket 310444-233

Public mobile says eSIM should be free when switching phones, where is my refund.

Re: I need a ESIM refund

slusagm — Thu, 22 Jan 2026 03:27:11 GMT

there are some terms to get the replacement esim for free, like the earlier esim must be purchase 15+ days ago

but if you need it for a valid reason and you think it should be free, ask PM.

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

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

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

Re: I need a ESIM refund

Sansan — Thu, 22 Jan 2026 03:34:23 GMT

Was your first SIM a physical one? If so and you are purchasing eSIM for the first time then it is $5+.

Re: I need a ESIM refund

hairbag1 — Thu, 22 Jan 2026 04:04:59 GMT

@akarshmallya

log in to your account to see if there's been a $5 credit to your account. Refunds can take weeks to process, so best is to request credit to your account instead of refund.

Re: I need a ESIM refund

akarshmallya — Fri, 23 Jan 2026 15:42:39 GMT

no i am switching iphones, old one had eSIM. Also i switched from physical SIM to eSIM for free on my mothers phone. The public mobile app/store charged $0 for the eSIM purchase on her account

Re: I need a ESIM refund

akarshmallya — Fri, 23 Jan 2026 15:43:02 GMT

thanks i have opened ticket and CS agent has responded. will update here later