topic Re: FIX YOUR LIVE CHAT APPLICATION in Get Support

eSIM won't download or install.

greybee — Sun, 25 Jan 2026 04:42:33 GMT

When I try to download eSIM from my email, it says "unable to activate eSIM."

When I try to log in to the app, it says "something went wrong."

I can't download or activate eSIM anywhere.

Re: eSIM won't download or install.

hTideGnow — Sun, 25 Jan 2026 04:45:08 GMT

if you used the app to subscribe, the eSIM should have installed on the phone already. Check if you see a Public Mobile esim in the Sim Manager

if not, then ask PM support agent for 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 won't download or install.

greybee — Sun, 25 Jan 2026 04:48:40 GMT

No, I didn't sign up through the app, but through the web.
I received an error when logging in through the app (I'm currently logged in).
However, I can't install eSIM anywhere.
My SIM is currently empty, and I've already removed my existing physical SIM.
The QR code doesn't work.

Re: eSIM won't download or install.

hTideGnow — Sun, 25 Jan 2026 04:51:27 GMT

hi @greybee

you are not in the step for eSIM installation until you are done the subscription using the app. Since you have trouble logging into the app, you need to check with PM agent first. Please submit ticket

Re: eSIM won't download or install.

greybee — Sun, 25 Jan 2026 04:53:20 GMT

I've already completed my subscription and successfully completed the credit card payment process.
All I had to do was log in to the app and receive the eSIM.
My spouse had the same success, but I'm the only one having issues.

Also, there seems to be an issue with the ticket website, as I can't submit it even after filling out all the fields.
That's why I'm here.

Re: eSIM won't download or install.

hTideGnow — Sun, 25 Jan 2026 04:55:35 GMT

hi @greybee

payment is not the last step. After payment, you need to use the app to choose phone numbrer or select porting, then the app will install the eSIM and finalize the activation . So, if you are not able to login the app to complete it , you are not done with the activation

please submit ticket with PM agent

Re: eSIM won't download or install.

greybee — Sun, 25 Jan 2026 04:57:06 GMT

The ticket website isn't working, so I sent a direct message to the PM through the link you sent me.
Will this work?

Re: eSIM won't download or install.

hTideGnow — Sun, 25 Jan 2026 04:57:46 GMT

hi @greybee

if you use the link below, it will work

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 won't download or install.

greybee — Sun, 25 Jan 2026 04:58:27 GMT

Thank you. I'm waiting for the reply from them.

Re: eSIM won't download or install.

wnsn — Sun, 25 Jan 2026 14:50:06 GMT

I'm having the same issue. Absurd how difficult it is to get support. Ticket page link the chatbot keeps giving me won't load on my phone. Finally tried on my desktop and it worked but I got an error the first time trying to submit a ticket and had to refresh the page and submit it again.

Customer service center is not responding

greybee — Sun, 25 Jan 2026 18:14:37 GMT

Almost every time someone posts a question here, the answer is "Send a private message," but I haven't received a response. So what's the point of sending a message?

The eSIM won't even install, and my previous carrier has already cancelled my number.
Where did my new number go? LOL

Is there a direct phone number I can use to contact customer service?

Re: Customer service center is not responding

hTideGnow — Sun, 25 Jan 2026 18:15:58 GMT

hi @greybee

sorry, long lineup for support for PM agent. It will be a long wait

Re: Customer service center is not responding

Sansan — Sun, 25 Jan 2026 18:24:02 GMT

I'm thinking another 24-48 hours wait. Some have been waiting since Friday afternoon...

Re: Customer service center is not responding

Dunkman — Sun, 25 Jan 2026 18:24:33 GMT

@greybee

Due to the weekend and various issues with 50% promotions, the wait times are much longer this weekend. Hopefully, you will get a response today.

Did you get an email from Public mobile with a QR code for eSIM activation?

Unfortunately, there is no phone number to contact. There is the Telus team poring number, but that is used for only porting issues. This team can't help with eSIM activations.

Re: Customer service center is not responding

greybee — Sun, 25 Jan 2026 18:24:54 GMT

OMG 😂

Re: Customer service center is not responding

greybee — Sun, 25 Jan 2026 18:27:28 GMT

Can I go to a nearby PM store to resolve this issue?
In my case, I have all the account settings set up, and my account on the app is normal.
But the only problem is that I can't install the eSIM. It's so frustrating...

I have a call meeting with my business partner soon.

Re: Customer service center is not responding

slusagm — Sun, 25 Jan 2026 18:28:14 GMT

sorry @greybee , there is no nearby PM store anywhere. PM is all online, no physical footprint

Re: Customer service center is not responding

Lisa-PM — Sun, 25 Jan 2026 18:32:26 GMT

I have the exactly same issue here. Phone number was transferred to PM, but with a failed eSIM installation. No service at all. It appears that we cannot change to a new eSIM or physical SIM because it requires a text message for verification. Maybe @CS_Agent can resolve our issue in batch? At this point, sending more private messages won’t work out. Another member with the same issue has been waiting for a response since Friday night.

Re: Customer service center is not responding

greybee — Sun, 25 Jan 2026 18:32:41 GMT

That's so frustrating... Is it okay to receive customer support outside of promotional periods?

I've never seen this kind of system before. Isn't it inconvenient?

Re: Customer service center is not responding

hTideGnow — Sun, 25 Jan 2026 18:33:29 GMT

hi @greybee

you already subscribed to the deal, so you got it already, no worries.