topic Re: activating new account in Get Support

activating new account

Gigi2750 — Mon, 16 Mar 2026 03:55:37 GMT

I thought everything had gone through to activate my new account but then I got a message that my esim wasn't connecting. I have tried multiple times to log in and deal with this but it keeps saying I need to type the 6 digit code in, I agree and then I never receive it. I can't get to the chat. I'd love to chat with a real person that can check on this if possible. The real person I spoke with on chat said he needed to send me elsewhere and provided a link which didn't get me to someone to help with the esim problem.

Thanks

Glenna

Re: activating new account

hairbag1 — Sun, 15 Mar 2026 21:10:59 GMT

@Gigi2750

you can use this link to message Customer Support...

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

added...is your old network esim still in your cell ? If so, set the Public Mobile esim as the primary esim.

Re: activating new account

Gigi2750 — Sun, 15 Mar 2026 21:12:06 GMT

I didn't have esim previously. There is a physical sim card in my phone but I thought I was given instructions to leave it in until everything was completed. Should I be removing it?

Re: activating new account

Gigi2750 — Sun, 15 Mar 2026 21:16:33 GMT

5 codes just came through now. I was requesting them 30 - 60 minutes ago! Does that mean my phone is set up now?

Re: activating new account

hairbag1 — Sun, 15 Mar 2026 21:18:48 GMT

@Gigi2750

best is to activate your new account and take a new number. Then, when your PM account is up and running, then you can initiate transfer of your old number to your new account.

If you already activated and initiated transfer to Public Mobile, did you receive the confirmation text message to which you were to replay YES within 90 mins ?

Re: activating new account

hairbag1 — Sun, 15 Mar 2026 21:21:50 GMT

@Gigi2750 wrote:
5 codes just came through now. I was requesting them 30 - 60 minutes ago! Does that mean my phone is set up now?

Remove the old sim and see if you're Public Mobile plan is up and running as expected.

Re: activating new account

Gigi2750 — Sun, 15 Mar 2026 21:25:24 GMT

I tried this link but when I called the number it won't go through. I'll try changing PM to primary. Thanks!

Re: activating new account

Gigi2750 — Sun, 15 Mar 2026 21:26:55 GMT

I can't see how to flip personal to primaty. It's still coming up as Telus in primary

Re: activating new account

Gigi2750 — Sun, 15 Mar 2026 21:32:02 GMT

I did reply yes to old carrier within 20 minutes

Re: activating new account

Gigi2750 — Sun, 15 Mar 2026 21:32:20 GMT

Re: activating new account

hTideGnow — Sun, 15 Mar 2026 22:03:48 GMT

hi @Gigi2750

you still have another sim card or eSIM there, probably you old carrier. Remove the old carrier sim, or disable the old carrier eSIM. Reboot phone and PM sim should change to Primary

Re: activating new account

Gigi2750 — Sun, 15 Mar 2026 22:06:52 GMT

That worked! Thanks so much for all your help. 😊