topic Re: eSIM failed to activate in Get Support

eSIM failed to activate

Ozark — Tue, 27 Jan 2026 21:12:05 GMT

Hi there, I still cannot activate the eSIM. When can it be resolved?

Re: eSIM failed to activate

hTideGnow — Tue, 27 Jan 2026 19:27:42 GMT

try reboot the phone and login to app again and see if you can complete the subscription

and if you are activating eSIM, can you double check if the PM eSIM is already showing up on your Sim Manager or Settings-> Cellular?

if yes, then you need to manually enable it and set it as Primary (please also remove old carrier sim card and disable old carrier esim)

but if you still cannot complete subscription or sim not there, ask PM support agent to help, 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 failed to activate

softech — Tue, 27 Jan 2026 19:27:44 GMT

@Ozark

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually. If you cannot find it in Inbox of your email, check also the Spam box.

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there

Re: eSIM failed to activate

Ozark — Tue, 27 Jan 2026 19:30:20 GMT

eSIM is not installed, and reported errors when scanning the eSIM code from the welcome email. Thanks for helping with it.

Re: eSIM failed to activate

Anadel — Tue, 27 Jan 2026 19:33:14 GMT

I'm in the same boat. Last night got stuck on "eSim not installed correctly". A PM eSIM doesn't show in the phone's settings. There was no QR code in my welcome e-mail, so I can't try to re-install it.

I put a ticket in with a support agent and still have not heard back. My teen is not thrilled with me that the phone-part of her phone is not working.

Re: eSIM failed to activate

CSA_PM — Tue, 27 Jan 2026 20:54:02 GMT

Thank you for the escalation.
I sent you a private message to your created ticket.