topic Re: eSIM reactivation in Get Support

eSIM reactivation

Sophiesimmons10 — Tue, 14 Apr 2026 18:07:38 GMT

I want to reactivate my number, but accidentally bought a new plan with a new eSIM. I haven't activated my new eSIM yet as I realized mid purchase that I don't want a new number but now I am stuck on an eternal loop and the chat won't help me or allow me to talk to a real agent. Has anyone been through this before or know how to get out of the loop so I can return to my account and reactivate my number?

Thank you!!

Re: eSIM reactivation

hTideGnow — Tue, 14 Apr 2026 15:14:47 GMT

hi @Sophiesimmons10

you will need to ask PM support agent to sort this out for you then

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: eSIM reactivation

slusagm — Tue, 14 Apr 2026 15:15:08 GMT

use your original account to open a ticket with PM and explain the situation

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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

Re: eSIM reactivation

Sophiesimmons10 — Tue, 14 Apr 2026 15:23:58 GMT

Thank you!! I was able to submit a ticket through the link you shared. Super appreciate it!