topic Re: New phone in Get Support

New phone

Raslan — Sun, 01 Mar 2026 23:32:41 GMT

Hey guys I got a new Iphone a while ago and since I was out of the country I couldn’t transfer the Esim I’m coming back to Canada so I was wondering, Can I renew my plan and buy a new Esim from the app while being aboard then when I land Esim will activate and work. Or should I just wait to get Pearson Wifi then Install the New ESIM either way i’ll be resubscribing. I want the convenience of having wifi on the plane but if there’s a chance the ESIM won’t activate properly when I land or work Install on my phone I can wait . Thanks for your help!

Re: New phone

Socrates8567 — Sun, 01 Mar 2026 23:29:18 GMT

You will need customer support if the first eSIM was sent to you and didn't work.

Reach out to the Public Mobile support team to assist you.

If you are unable to log into My Account for any reason, ask the Public Mobile support team to help.

You can submit ticket by direct message:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

The Customer Service support team will reply to your community inbox found here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: New phone

Raslan — Sun, 01 Mar 2026 23:31:32 GMT

I can log Into public mobile from my email address I was out of the country while getting the new phone so the Esim didn’t transfer properly so I need to buy a ESIM replacement which I can do easily I just want to know can I buy the ESIM aboard or should I wait till I land.

Re: New phone

Socrates8567 — Sun, 01 Mar 2026 23:38:14 GMT

@Raslan wrote:
I can log Into public mobile from my email address I was out of the country while getting the new phone so the Esim didn’t transfer properly so I need to buy a ESIM replacement which I can do easily I just want to know can I buy the ESIM aboard or should I wait till I land.

Sadly, since you won't be able to re use that eSIM, there is no way to purchase a new one. You need to wait till you get home and contact Public Mobile with the links offered below. I have a feeling they may force you to purchase a physical SIM card first then they'll be able to reset it to eSIM afterwards. Just be fair warned.

Re: New phone

Raslan — Sun, 01 Mar 2026 23:40:34 GMT

It gives me the option to purchase a ESIM on the app, plus my phone is the 17 I don’t have a physical Sim card slot. Why won’t it let purchase a ESIM you reckon the Charge is 5 dollars on the app.

Re: New phone

BKNS27 — Sun, 01 Mar 2026 23:42:09 GMT

@Raslan

On your new iPhone you need to download the PM app and purchase a new eSIM while you are in Canada. It should be free.
If you were out of the country and paused your account less than 90 days or continue your monthly payments. Just login to your account and purchase the eSIM.

If you paused your account for longer than 90 days. Your account will be closed, eSIM will stop working and your number will be returned the carrier you got the number from. In this case, you need to pick a new plan and open a new account.

You can check whether your account is suspended or closed by calling 1-855-4PUBLIC. If your account is suspended just login to your account. If the system can’t find your number then your account is closed.

Re: New phone

Raslan — Sun, 01 Mar 2026 23:44:01 GMT

I have the PM app and everything and my account is suspended or closed as I bought a new subscription right before the 90 days to make sure my number stays so my question is can I buy the ESIM aboard and activate it in canada or should I just wait till I land.

Re: New phone

Raslan — Sun, 01 Mar 2026 23:44:31 GMT

Isn’t suspended or closed sorry.

Re: New phone

hTideGnow — Sun, 01 Mar 2026 23:44:44 GMT

hi @Raslan

the eSIM option is inside Purchase Sim card option in Account

if you really don't see eSIM option there, you will have to check with PM agent directly

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: New phone

Raslan — Sun, 01 Mar 2026 23:46:06 GMT

I see the option and everything so if i install the ESIM while out of canada it should work when i land?

Re: New phone

hTideGnow — Sun, 01 Mar 2026 23:48:26 GMT

@Raslan wrote:
I see the option and everything so if i install the ESIM while out of canada it should work when i land?

hi @Raslan

yes it will. Some tried already and confirmed

Re: New phone

Raslan — Sun, 01 Mar 2026 23:49:23 GMT

Thanks for all your help really appreciated!