topic eSIM failure in Get Support

eSIM failure

Haspi — Thu, 29 Jan 2026 01:14:49 GMT

i signed up with public mobile and eSIM didnot activate on my phone so I deleted it. I went and bought a physical sim. Now when I try to do a sim swap it sends a otp on the phone number which I can’t access because it’s not working. Can you help me do the sim swap to a physical sim I bought ?

Re: eSIM failure

hTideGnow — Thu, 29 Jan 2026 01:04:48 GMT

hi @Haspi

yes, your account was not fully setup yet, so you need a PM agent to update the sim card for you instead.

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 failure

DarkKnight_1000 — Thu, 29 Jan 2026 01:10:23 GMT

Hi,
Are you trying to do the SIM swap through the app? and your not able to log in because it's asking for a code sent to your phone. If so, try logging into Public Mobile on a browser instead. Go to the website and sign in — it’ll ask for the OTP sent to your phone, but you can click “Didn’t receive the code?” and choose the option to have the code sent to your email instead.

Re: eSIM failure

Haspi — Thu, 29 Jan 2026 02:06:08 GMT

i tried that but it didn’t give me the option to send code to email when doing a sim swap

Re: eSIM failure

Nhithao — Thu, 29 Jan 2026 03:18:33 GMT

@Haspi wrote:
Hi
i tried that but it didn’t give me the option to send code to email when doing a sim swap

I read somewhere that you need keep doing it for 3-4 times