topic Re: Unable to complete activation, "eSim not Installed" in Get Support

Unable to complete activation, "eSim not Installed"

Anadel — Tue, 27 Jan 2026 00:35:59 GMT

I keep getting the error "eSim not installed". Other threads have mentioned manually downloading it by using the QR code in the welcome e-mail, but there is no QR code in my welcome e-mail.

I don't know how to open a ticket and I can't log into my account on my laptop because the 2-step authentication wants to send the authenticator code to the phone line that no longer works.

Re: Unable to complete activation, "eSim not Installed"

fixin1 — Tue, 27 Jan 2026 00:42:21 GMT

@Anadel - Since you've attempted to find the eSIM activation code and were unable to, an agent will be needed to order a new eSIM activation, since it most likely failed.

Contact Link - https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work correctly OR you don’t have access to Log In, please go here to create a ticket to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will usually get back to you within 48 hours. They work 7 days a week from 9 AM to 10 PM ET. You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for one of the agents responding back to you, and check via Private Message, located within your community mailbox or by clicking this link here: Mailbox

Re: Unable to complete activation, "eSim not Installed"

sdox — Tue, 27 Jan 2026 02:23:54 GMT

48 hours? Unbelievable

Re: Unable to complete activation, "eSim not Installed"

fixin1 — Tue, 27 Jan 2026 03:47:39 GMT

@sdox - With the increased wait times from everyone having some issues with activation, it could be higher, but shouldn't. I've had times where it is same day reply or 2 days.

Re: Unable to complete activation, "eSim not Installed"

Anadel — Tue, 27 Jan 2026 21:45:08 GMT

I see on another thread someone with the same issue as me had not heard from customer support after six hours. It looks like a moderator escalated their concerns.

It's been about almost 20 hours (Which I realize is still less than 48 hours) since I submitted request for assistance and I haven't heard anything. Would it be possible to have my message escalated?

Re: Unable to complete activation, "eSim not Installed"

Anadel — Tue, 27 Jan 2026 22:32:28 GMT

Reloaded the app and the eSim loaded. Not sure which part of the process led to our success but at least my teen had a functional phone.