topic Re: Unable to activate eSIM, unable to access account in Get Support

Unable to activate eSIM, unable to access account

mbacon — Thu, 29 Jan 2026 19:35:41 GMT

As with a lot of recent posters, I attempted to take advantage of the 50% off promo, but have been unable to access service since signing up on Monday. I was able to register a number, but failed to activate the eSIM on my device. After 3 tries it told me to contact customer service. The eSIM does not show up in SIM manager on my device. Since I (allegedly) have a phone number, their EverSafe MFA won't let me access my account (it sends a text to the number which I don't have access to, I never get prompted to authenticate via email).

Thankfully I did not port a number, so I'm not as stuck as some people, but I was hoping to have this up and running for a trip coming up.

I initially tried to submit a ticket under "Activation", but even with a fully completed form the Submit button remained unclickable. I was later able to create a ticket under the "SIM / eSIM" category, but have received no response. I also messaged @CS_Agent, but still no luck there.

Just posting here for visibility, as it seems that there are some PM staff here with some clout. I recognize that the promo generated unprecedented demand, but I don't think it is appropriate that they offer a service that they weren't prepared to provide, without any direct communication about timelines, next steps or redress.

Re: Unable to activate eSIM, unable to access account

hTideGnow — Thu, 29 Jan 2026 19:36:45 GMT

hi @mbacon

can you double check if the PM eSIM is already showing up on your Sim Manager or Settings-> Cellular?

if yes, then you need to manually enable it and set it as Primary (please also remove old carrier sim card and disable old carrier esim)

but if it is not there you will need to 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: Unable to activate eSIM, unable to access account

softech — Thu, 29 Jan 2026 19:37:38 GMT

@mbacon

I have escalated your ticket on your behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable to activate eSIM, unable to access account

mbacon — Thu, 29 Jan 2026 19:39:47 GMT

Yes, no eSIM in SIM manager. In addition to trying to add the eSIM through the app, I also tried via the QR code (after 3 times in the app). That tells me that "can't be added because too many failed attempts to add it have been made".