topic Re: Need eSIM, received regular SIM, cannot switch unless I activate the wrong sim in Get Support

Need eSIM, received regular SIM, cannot switch unless I activate the wrong sim

DrDrew — Thu, 05 Mar 2026 20:16:59 GMT

New account. Sent a regular SIM. Only have eSIM. When I log into my account, ONLY page is "Step 5 - activation". When I click "My Account" it logs me out. When I log back on, "Step 5 - activation" - tried OVER and OVER. Forcing me to activate a SIM which my iPhone 14 (U.S. Apple Store unlocked).

Re: Need eSIM, received regular SIM, cannot switch unless I activate the wrong sim

slusagm — Thu, 05 Mar 2026 01:15:25 GMT

If you got a physical sim, you need to complete the activation with physical sim first. After doing so and confirm the physical sim working, use the PM app to buy eSIM and change to it

Re: Need eSIM, received regular SIM, cannot switch unless I activate the wrong sim

DrDrew — Thu, 05 Mar 2026 02:40:29 GMT

Initially, with the regular SIM serial #, I selected to port the number from another provider. I was then able to buy an eSIM for another $5.00 Initially, the Chatbot referred me to instructions in the forum to buy a new SIM: https://productioncommunity.publicmobile.ca/t5/Announcements/eSIM-now-available-for-new-amp-existing-subscribers/td-p/1032201

However, in the app when I select the option to transfer to an eSIM, I must buy ANOTHER eSIM.

Respectfully, how many SIMs do I need to buy?

Re: Need eSIM, received regular SIM, cannot switch unless I activate the wrong sim

hTideGnow — Thu, 05 Mar 2026 02:43:18 GMT

hi @DrDrew

if you bought eSIM originally using the app, you should have got to Step 6 and eSIM would have installed for you

you sure you don't have an eSIM installed in your phone already? Check

or ask PM support agent to help to sort it out. 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: Need eSIM, received regular SIM, cannot switch unless I activate the wrong sim

DrDrew — Thu, 05 Mar 2026 03:21:18 GMT

Thank you for reponding. It might be that my other Wireless carrier has not yet transferred to PM, which I confirmed / responded to their text message. 5g data is working, but the ported number has not moved over to PM yet, but there is no temporary phone number (there was when I inserted the SIM in a spare phone). The PM app shows the eSIM serial #. But the original carrier is still in service, confirming the transfer is still pending.

Re: Need eSIM, received regular SIM, cannot switch unless I activate the wrong sim

hTideGnow — Thu, 05 Mar 2026 03:27:17 GMT

hi @DrDrew

yes, there is no temp number with PM with you port

Did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone? If you cannot the port was not done

It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway), 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