topic esim essue in Get Support

esim essue

Yuri1972 — Sun, 25 Jan 2026 17:42:11 GMT

My esim not working on my sell phone, I bought regular SIM ,how to register under my plan?

Re: esim essue

slusagm — Sun, 25 Jan 2026 17:44:14 GMT

if you can login My Account (use email to receive 2FA. click Didn't receive code or Resend code and choose Send email), then go to Profile to update the sim card number

if you cannot login My Account, then ask PM to help to update. 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 essue

hTideGnow — Sun, 25 Jan 2026 17:45:07 GMT

hi @Yuri1972

PM support agent will update the sim card number for you. 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 essue

Dunkman — Sun, 25 Jan 2026 17:45:15 GMT

@Yuri1972

More details would be helpful.

Are you a new customer who is trying to activate a new plan?

Existing customer trying to replace eSIM with physical SIM card?

Re: esim essue

Sansan — Sun, 25 Jan 2026 17:46:02 GMT

Can you sign into your My Account?

Go to Profile and update SIM there. Or in the app, Account, update SIM.

Re: esim essue

Yuri1972 — Sun, 25 Jan 2026 18:30:44 GMT

new customer with new plan

Re: esim essue

Frank52 — Mon, 26 Jan 2026 01:00:49 GMT

If you are transferring your number from another provider, here is a good article that you might find helpful:

https://publicmobile.ca/en/get-help/articles/transfer-your-number