topic Re: Help! in Get Support

Help!

Doune — Thu, 12 Mar 2026 05:05:46 GMT

I broke my cellphone, which had an E-SIM. I am switching to another provider and am unable to reply to the SMS to confirm the switch. New provider says Public Mobile can bypass the SMS to allow port transfer.

Re: Help!

slusagm — Wed, 11 Mar 2026 22:41:03 GMT

sorry, PM does not allow bypassing SMS. You have to rebuy a new eSIM on your phone, it could be free if your last eSIM purchase was more than 15 days ago. just download PM app and login and go to Account -> Purchase sim card and choose eSIM

if you have trouble receiving 2FA, you can click Didn't receive code or Resend code, then Choose Send email to get the 2FA via email , or Send voice message and get it via voicemail-- just call yourself using another phone and press * and enter your VM PIN

Re: Help!

Doune — Wed, 11 Mar 2026 23:04:32 GMT

Thanks! I did exactly that. Downloaded the app. Went to my Account. The only option I have is PURCHASE A SIM CARD for 10$.

Re: Help!

slusagm — Wed, 11 Mar 2026 23:06:50 GMT

what phone is yours? not sure if it is an eSIM compatibility problem

if you need to buy physical sim card, buy the PM sim card from Telus or Koodo or Mobile Klink in person, or buy from Amazon for just $5

Re: Help!

Doune — Wed, 11 Mar 2026 23:07:53 GMT

it's an Iphone 16

Re: Help!

Doune — Wed, 11 Mar 2026 23:09:01 GMT

So if I go the store tomorrow and buy a SIM card, will I be able to keep my actual phone number?

Re: Help!

slusagm — Wed, 11 Mar 2026 23:10:43 GMT

yes, buy a sim card, login My Account to update the sim card number from Profile page

or you can ask PM to update the sim card number for you if you cannot login to update it yourself.

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

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Help!

computergeek541 — Thu, 12 Mar 2026 03:16:55 GMT