topic Re: Can't access eSim in Get Support

Can't access eSim

Tashskye — Mon, 27 Apr 2026 10:17:52 GMT

I lost access to my eSIM and can’t receive 2FA codes. I need to swap my number to a new SIM.

Re: Can't access eSim

hTideGnow — Sun, 26 Apr 2026 22:49:18 GMT

existing customer have a new phone and need to install esim on the new phone?

What you need to do is to download the PM app on the new phone, login to the app, go to Account page and choose Buy sim card and select eSIM.

Re: Can't access eSim

Tashskye — Sun, 26 Apr 2026 22:52:57 GMT

I did that. But when I go on the app it's taking me through the 2 step verification option of sending a text message to my sim to enable me to swap my sim over and I can't access my sim

Re: Can't access eSim

hTideGnow — Sun, 26 Apr 2026 22:55:29 GMT

hi @Tashskye

try click Didn't Receive code and see if you have Send email or send voice message option. If you used send voice message option, call yourself from another phone to get the code via Voicemail

but if none of those options, ask PM agent to help, 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