topic E sim pay in Get Support

E sim pay

LinaPark — Fri, 27 Mar 2026 04:17:23 GMT

Hello,

When I first activated my phone, I experienced some issues and was unable to use it properly for over a week.

At that time, I thought there might be a problem with downloading the esim, so I ended up paying for the esim twice.

If a refund is not possible, would it be possible to receive the amount as a credit instead?

Also, I will be out of Canada for 3 weeks starting April 1st. Is there a way to keep my phone number while reducing my monthly charges during that time?

Thank you for your help.

Re: E sim pay

softech — Fri, 27 Mar 2026 04:35:54 GMT

@LinaPark

eSIM replacment is free if the last one was bought 15+ days ago. But PM agent could still agree to issue a credit if there was an issue with the original eSIM, please reach out to PM CS agent and check with them directly:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Ticket", click "Contact Us" then choose a topic, click "Login", finally click "Click here to submit a ticket ↗"
(if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: E sim pay

softech — Fri, 27 Mar 2026 04:36:53 GMT

@LinaPark

As for the 3 weeks break, PM does not offer a temporary plan downgrade for vacation. Some will choose to suspend the plan from renewing at the end of the cycle and then make a manual payment to resume.
However, if it is just a 3 weeks trip, you might only save for 1 or 2 weeks depends on the end of the cycle and your vacation start date

if you want to suspend the plan from renewal, you will have to do one of the following:

If Available Funds = $0 on your account, you can login My Account, go to Payment > Manage Subscription and disable Subscribed couple days before your trip
If you have some money in your Available Funds on your account, you will have to wait till the last moment before your trip and login and suspend the plan by using Lost/Stolen ( https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone ) . Doing so will suspend your account immediately and will avoid PM trying to resume your account using the funds you have in your account

Of course, when you are back, you will have to make a manual payment to resume your services, and reverse what you did (either enable Subscribed or turn off Lost/Stolen )