topic Re: Can't add eSIM on new device in Get Support

Can't add eSIM on new device

alancs — Thu, 29 Jan 2026 14:53:05 GMT

I receive an error message "Can't add eSIM - the code isn't valid or has already been used. Contact your service provider for more information.

My phone was purchased unlocked and the only way to continue with phone setup is to:

1. Add a physical Sim (dont have)

2. Scan QR code or enter activation code (does not work and do not have activation code)

3. "Search for Mobile Plans" (does not work)

Please help!!!

@CS_Agent

Re: Can't add eSIM on new device

slusagm — Thu, 29 Jan 2026 15:01:14 GMT

you sure the eSIM not installed? sometimes the app said error but the eSIM was already installed and you just need to tweak the sim settings. Check the Sim Manager screen again and confirm

and if you need help, message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can't add eSIM on new device

alancs — Thu, 29 Jan 2026 15:03:14 GMT

As I stated above, I cannot access Sim manager setting screen, or indeed any setting screen for that matter because I am blocked from using my phone until a SIM is installed. Therefore the only thing I am left with is the error message.

Re: Can't add eSIM on new device

Sansan — Thu, 29 Jan 2026 16:05:38 GMT

@alancs

If this is a Samsung phone, cs agents cannot help.

This is a Samsung requirement that new phones be unlocked via physical SIM card first.

You can borrow any sim card from a friend, it can be from any carrier. If you don't have a friend to borrow from, you have it purchase a card from any cellphone shop.

You just need to insert it into your phone, sign into your Samsung and Google account and set up. Once that's done, remove the SIM, it will be unlocked.

Download the public mobile app to your phone and purchase the eSIM and your good.