topic Re: Transfer esim in Get Support

Transfer esim

Gary20261 — Wed, 28 Jan 2026 17:10:06 GMT

Hello I am currently using samsung phone as esim, now I want to transfer e-sim from samsung to Iphone 17pro

Re: Transfer esim

umnikke8 — Wed, 28 Jan 2026 17:12:47 GMT

Can't transfer eSIMs with Public. Use the Public App to acquire a new eSIM on the new device. If you've been using eSIM for a while, it will be free, otherwise they may be a charge again.

Re: Transfer esim

TheSterlinger — Wed, 28 Jan 2026 17:14:09 GMT

You cannot transfer eSIM from one phone to another.

What you need to do, on your iPhone, download the Public Mobile app and go to Account, purchase SIM card, purchase eSIM.

This will allow you to keep your same phone number.

Re: Transfer esim

Gary20261 — Wed, 28 Jan 2026 17:19:49 GMT

Thank you for you help, if I purchase on the web instead of app will I get qr code to install e-sim on iphone

Re: Transfer esim

Gary20261 — Wed, 28 Jan 2026 17:23:08 GMT

got it, Thank you

I bough new esim

Gary20261 — Wed, 28 Jan 2026 18:05:08 GMT

I bought new e-sim how can I install on to new phone its not showing in the public mobile app

Re: I bough new esim

hTideGnow — Wed, 28 Jan 2026 18:08:53 GMT

hi @Gary20261

are you new subscriber asking for eSIM?

if existing subscriber, you have only buy eSIM uisng the Buy Esim on the app

What you need to do is to download the PM app on the new phone, login to the app, go to Account page and choose Buy sim card and select eSIM.

Re: I bough new esim

Gary20261 — Wed, 28 Jan 2026 18:36:51 GMT

I am existing customer when I signed new e-sim its was on samsung phone now I want to download on my iphone I already paid $5

Re: I bough new esim

hTideGnow — Wed, 28 Jan 2026 18:38:40 GMT

hi @Gary20261

eSIM is free replacement every 15 days. You can ask PM for reimbursement.

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, 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: I bough new esim

Gary20261 — Wed, 28 Jan 2026 21:11:59 GMT

Hello @hTideGnow Thank you soo much 😀

Re: I bough new esim

Gary20261 — Wed, 28 Jan 2026 21:27:45 GMT

I am exisiting customer

How to request refund for e-sim bought twice

Gary20261 — Thu, 29 Jan 2026 13:33:36 GMT

Hello,

I am existing public mobile customer, When I signed up for public mobie 2 weeks ago I installed esim on my samsung phone, yesterday I wanted to change to Iphone everyone told me you buy new e-sim to be installed on iphone first one I bought couldn't install on my iphone so I bought new one again it got installed to my phone I had to pay twice $5

Re: How to request refund for e-sim bought twice

softech — Thu, 29 Jan 2026 13:20:28 GMT

@Gary20261

usually, one free eSIM replacement every 15 days. But since you have trouble installing the eSIM and you need to get another one, you will need to reach out to PM CS Agent and have them to review your case and issue you a credit.

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
(if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
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

---------

eSIM Replacement policy:

https://www.publicmobile.ca/en/get-help/articles/esim-faqs

While direct eSIM to eSIM transfers are not supported, we do offer the option to transfer service from one eSIM to another by purchasing a new eSIM. If you are already using a Public Mobile eSIM, when you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:
* The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
* The eSIM must have been purchased at least 15 days prior to the new request.

How long does it take it for to get reply back from your ticket

Gary20261 — Fri, 30 Jan 2026 21:32:32 GMT

Hello,

I sent ticket and direct message, its been over 24hrs

Re: How long does it take it for to get reply back from your ticket

Chalupa_Batman — Fri, 30 Jan 2026 21:35:50 GMT

There have been reports of people not being replied to for a full week. Just go through the forums and see.

There is a MASS delay due to the huge promotion they just had and the lack of staff they have to answer all the request for help.

Best to just hold tight. If you don't hear anything after 72 hours, create another ticket.

Re: How long does it take it for to get reply back from your ticket

Gary20261 — Fri, 30 Jan 2026 21:49:36 GMT

Noted, Thank you

Re: Transfer esim

Moses_B — Sun, 01 Feb 2026 22:17:15 GMT

@Gary20261 We apologize for the late response, a response was sent to your ticket, please double-check your community inbox