topic Re: PLEASE HELP in Get Support

PLEASE HELP

Abbiewright — Sun, 25 Jan 2026 21:05:21 GMT

I just created an account with PM.

I supplied my old phone number which has been transferred from lucky mobile to public mobile.

For some reason the esim is not downloading to my phone, I have used esims before so know my phone is compatible. The QR code that was sent to my email does not work.

I am now on SOS only and cannot access my phone number.

I need help ASAP, why is there no phone number to contact

Re: PLEASE HELP

slusagm — Sun, 25 Jan 2026 21:06:53 GMT

the app should have installed the esim for you already, check if you see it there. Enable it and set it as Primary if it is there (and remember to remove old sim , disable old provider esim)

but if it is not there, then you will need to ask PM. 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: PLEASE HELP

Abbiewright — Sun, 25 Jan 2026 21:29:13 GMT

do you have a phone number to speak to an agent

Re: PLEASE HELP

slusagm — Sun, 25 Jan 2026 21:30:46 GMT

you check what suggested above?

to have PM to help, please submit ticket using direct message link i posted above

Re: PLEASE HELP

Abbiewright — Sun, 25 Jan 2026 21:31:49 GMT

I have already submitted a ticked but have no received any help what so ever.

Re: PLEASE HELP

greybee — Sun, 25 Jan 2026 21:59:43 GMT

Same situation, and they never reply to my DM

refund

Abbiewright — Sun, 25 Jan 2026 22:23:27 GMT

As my plan is not working will i receive a refund as i am going to have to go with a different provider

i'm lost and have no clue what to do

Abbiewright — Mon, 26 Jan 2026 18:50:03 GMT

Yesterday I signed up for public mobile.

I followed all instructions however i now have no service and am stuck on SOS only. it seems as the esim has not worked properly.

I submitted a ticket yesterday however now cannot login to my account as it is trying to send a code to my phone number which i do not have access on as I'm on sos only.

I now want to move to a new phone provider because this is horrible and there is no way to get any help. however i need access to my phone number to change to a new provider i am stuck and lost.

this is the worst phone company in the world!

Re: i'm lost and have no clue what to do

RammelB — Mon, 26 Jan 2026 18:52:17 GMT

Check if you can get the otp code using email instead

Re: i'm lost and have no clue what to do

Bowie123 — Mon, 26 Jan 2026 18:58:12 GMT

I have the same issue, but it needs two code verify and still need my phone otp code which doesnt have service to receive.

Re: i'm lost and have no clue what to do

Abbiewright — Mon, 26 Jan 2026 19:01:28 GMT

I can and then after I put in the email code it asks to send a code to my phone number

Re: i'm lost and have no clue what to do

Bowie123 — Mon, 26 Jan 2026 19:04:49 GMT

tried, after the email otp, they still want my phone otp. like a double security

@cs_agent please help, i have been trying for 3 days and have had no answers

Abbiewright — Wed, 28 Jan 2026 00:24:00 GMT

@CS_Agent

please can you help, i have been on SOS only for 3 days now.

I have been asking for help for those 3 days and have heard nothing.

the esim has not worked, i did everything as i was told and now am stuck without phone or data usage.

I need someone to issue a new esim and assist.

Re: @cs_agent please help, i have been trying for 3 days and have had no answers

Abbiewright — Wed, 28 Jan 2026 00:32:44 GMT

@Ck_PM

Re: @cs_agent please help, i have been trying for 3 days and have had no answers

LeePublic1 — Wed, 28 Jan 2026 00:43:19 GMT

Have you tried this troubleshooting link?

https://productioncommunity.publicmobile.ca/t5/Announcements/Number-Transfer-Troubleshooting-Steps/td-p/1406987

Re: @cs_agent please help, i have been trying for 3 days and have had no answers

CSA_PM — Wed, 28 Jan 2026 16:41:11 GMT

Hi
I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: @cs_agent please help, i have been trying for 3 days and have had no answers

Kevinno — Wed, 28 Jan 2026 20:06:06 GMT

I am also on SoS for 3 days. I finally got a CS agent to respond after 2 days and followed directions. Used teh online app to purchase eSIM, used the mobile phone app to purchase eSIM. Have spent $20 on eSIM that was supposed to be free. I try submitting a ticket and it doesnt work. The chatbot just says contact a CS agent. Please share any instructions for how to get teh SoS removed and cell phone working again.

Re: @cs_agent please help, i have been trying for 3 days and have had no answers

Abbiewright — Wed, 28 Jan 2026 20:22:04 GMT

Hi @CSA_PM i have not received a private message