topic Re: Esim issue in Get Support

Esim issue

DFpm — Sat, 31 Jan 2026 03:24:44 GMT

I accidentally purchased an esim on the wrong device. I want to order an esim for my new phone,but it won't let me cause I didn't activate the esim that I ordered. How can I cancel the esim that I ordered by mistake?

Re: Esim issue

hTideGnow — Sat, 31 Jan 2026 00:35:28 GMT

hi @DFpm

if it is already installed on the "wrong" phone, enable it

then go to the correct phone to download PM app, login . you need the eSIM on the "wrong " phone to receive 2FA code so you can login

After login, buy new eSIM from Account page, Purchase sim card

you can submit ticket and try to ask agent for reimbursement for the extra $5 you spent

Re: Esim issue

DFpm — Sat, 31 Jan 2026 00:41:22 GMT

It's not installed in the wrong phone. The phone I purchased on has a physical card not an esim.

Re: Esim issue

hTideGnow — Sat, 31 Jan 2026 00:48:15 GMT

hi @DFpm

check your email, you should receive a QR code for eSIM so you an scan and install

if not, you will have to ask PM CS 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