topic Re: eSIM could not be activated in Get Support

eSIM could not be activated

KCres — Tue, 27 Jan 2026 13:42:34 GMT

I’m having issues activating my eSIM. The activation process was completed successfully through the app, but my iPhone shows a message saying that the eSIM cannot be activated. The same error appears when I try to activate it using the QR code.
I initially thought the eSIM might already be installed on my phone, because turned on on eSIM that I thought it was public mobile eSim and give me SOS, but later I found out that It was an eSim that previously used during an overseas trip. but there is no PM eSIM.
I searched the forum and followed all the recommended steps from other users with similar issues, but nothing has worked so far.
I opened a support ticket 24 hours ago and haven’t received a response yet. I also can’t log in from my computer to make this easier, because the verification requires an SMS sent to my new number, and I never receive that message becasue there is no sim and dont get the option of email verification.
Additionally, I received an email yesterday asking me to complete my Public Mobile activation, but the link only redirects me to download the app, which I already have installed on my phone.
I understand that you may be busy, but this situation has been quite frustrating. At home, I transferred 6 numbers to Public Mobile and had issues with 3 of them: 2 during number transfer and now this issue with my eSIM, which also comes with a new number.
I would really appreciate your help in resolving this as soon as possible.

Re: eSIM could not be activated

Handy1 — Tue, 27 Jan 2026 13:44:31 GMT

@KCres You need support to reprovision your account / sim

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: eSIM could not be activated

hTideGnow — Tue, 27 Jan 2026 13:47:20 GMT

hi @KCres

where you got your iPhone from? the issue sometimes happen to people with a carrier locked phone

a common situation is that new phones from Bell has a 60 days carrier lock to avoid theft.

Re: eSIM could not be activated

KCres — Tue, 27 Jan 2026 13:51:26 GMT

iPhone is from Apple Store Canada , it’s unlocked and I installed Weimar before

Re: eSIM could not be activated

KCres — Tue, 27 Jan 2026 13:53:53 GMT

I send a ticket 24 hour ago
As I said, Isolved other issues with the other lines that I had problems and ticket was answered in hours … it has need 24 hours wit my ticket and nothing

Re: eSIM could not be activated

hTideGnow — Tue, 27 Jan 2026 13:54:14 GMT

hi @KCres

what is Weimar?

make sure you disable VPN.

if old carrier is eSIM, try to disable it first

then reboot phone and try enable the PM eSIM, make sure change label to Primary

Re: eSIM could not be activated

KCres — Tue, 27 Jan 2026 14:06:43 GMT

thanks for your help, I send a PM to support as @Handy1 suggested

Re: eSIM could not be activated

KCres — Tue, 27 Jan 2026 14:29:02 GMT

lol, phone sometimes write what ever it wants , I wrote eSIM not Weimar and thanks for the VPN tip

Re: eSIM could not be activated

KCres — Wed, 28 Jan 2026 14:39:15 GMT

I paid for my line on Sunday night and submitted my first support ticket on Monday morning, that is, 48 hours ago.

Since I did not receive any response, I decided to ask for help yesterday in this forum regarding my issue, where I was advised to send another message or ticket. However, another 24 hours have passed and there is still no response.

This is definitely not a good start.

Re: eSIM could not be activated

KCres — Thu, 29 Jan 2026 14:51:16 GMT

Another day waiting for a CS_Agent to answer my ticket and resolve my issue .
72 hours since my first ticket 😞

Re: eSIM could not be activated

KCres — Fri, 30 Jan 2026 14:26:45 GMT

Another day without help from Public Mobile , 5 days since I paid and no service

8 days without service

KCres — Mon, 02 Feb 2026 22:05:55 GMT

New line with new number paid Sunday Jan 31 , I had a problem with the first eSIM , CS_agent took a while but it’s ok I understand that the promo made the response take longer
We tried 2 more esims and a sim card and still not be able to register to the network, I tried using two different unlocked phones and nothing
I can’t do much because phone cannot receive text messages , I don’t know what to do . No agent help me today 🙁

Re: 8 days without service

hTideGnow — Mon, 02 Feb 2026 22:18:50 GMT

hi @KCres

we are just customers and in your situation, we cannot do much

message PM again and push for an update

8 days since I joined PM and still without service

KCres — Mon, 02 Feb 2026 22:21:16 GMT

Re: eSIM could not be activated

CSA_PM — Tue, 03 Feb 2026 21:12:05 GMT

Thank you for the escalation! The customer is in contact with an agent.

Re: eSIM could not be activated

KCres — Tue, 03 Feb 2026 21:17:49 GMT

@CSA_PM The problem was solved yesterday; it was a technical issue.
Thank you to all the @CS_Agents your help.