topic Re: why did I get charged for eSim activation fee? in Get Support

why did I get charged for eSim activation fee?

Fengw — Mon, 26 Jan 2026 15:03:52 GMT

Good morning,

I got charged for $5.65 for eSim activation fee while I tried to activate my phone plan with Public Mobile last night? I spoke with a customer agent earlier this morning, he confirmed this is free of charge, and he suggested me to take to Community.

Please kindly look into this and let me know if the fee can be waived.

Thank you,

Feng

Re: why did I get charged for eSim activation fee?

Sansan — Mon, 26 Jan 2026 15:13:38 GMT

How did you talk to a customer agent? It's all through messaging. And if you did talk to someone who said that it's free, they should have credited the amount back to your account and not refer you to the Community as the Community cannot help you with account related issues.

You need to go back to them and ask them to do it for you. The eSIM is free, but they need to do it. Do you see $5.65 as Available funds in your account?

Re: why did I get charged for eSim activation fee?

BKNS27 — Mon, 26 Jan 2026 15:10:59 GMT

@Fengw

The eSIM is free when you are transferring an eSIM from one phone to another because it can’t be transferred over from phone to phone.
It is not free if you purchase one for the first time.

Unfortunately, the agent should have made this clear to you.

Re: why did I get charged for eSim activation fee?

Fengw — Mon, 26 Jan 2026 15:15:58 GMT

He asked me to submit a ticket through Community, he said he can't do it over the phone. I'm not too sure why I'm getting two different kinds of information.

Re: why did I get charged for eSim activation fee?

slusagm — Mon, 26 Jan 2026 15:17:39 GMT

@Fengw wrote:
He asked me to submit a ticket through Community, he said he can't do it over the phone. I'm not too sure why I'm getting two different kinds of information.

@Fengw

when he said Community, he meant to open ticket using chatbot or direct message

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: why did I get charged for eSim activation fee?

Sansan — Mon, 26 Jan 2026 15:21:14 GMT

Ok, I don't know who you spoke to, but Public Mobile does not have phone customer service. You probably spoke to someone from Koodo.

So did you check the Available Funds in your account? If nothing is there message them and ask.

It will be roughly 2-3 days wait time currently.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: why did I get charged for eSim activation fee?

Sansan — Mon, 26 Jan 2026 15:33:46 GMT

You are correct. But what I'm saying is that you will not get the money back here. This is not the right place.

You have to use the link in my other post above and ask them to credit you.

Re: why did I get charged for eSim activation fee?

Frank52 — Mon, 26 Jan 2026 16:08:11 GMT

The fee for the Esim can vary. Sometimes there is a promotion and the Esim is free. Sometimes it costs $5. It depends on the period. If you have purchased a $5 Esim, any time you subsequently replace the Esim, the next one tends to be free.