topic Re: TROUBLE INSTALLING THE ESIM in Get Support

TROUBLE INSTALLING THE ESIM

LauraLegorreta — Wed, 06 May 2026 17:09:21 GMT

I am having trouble installing the eSIM via the QR code (App) Could you please provide an alternative installation method (such as a manual entry codes) If the eSIM cannot be installed, I would like to request a full refund.

Thank you

Re: TROUBLE INSTALLING THE ESIM

softech — Wed, 06 May 2026 17:25:07 GMT

@LauraLegorreta

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually. If you cannot find it in Inbox of your email, check also the Spam box.

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
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 will reply to you there

Re: TROUBLE INSTALLING THE ESIM

LauraLegorreta — Wed, 06 May 2026 17:51:40 GMT

Hi, thank you! I can’t install the eSIM cause i can’t download the app is not available(my phone is from Mexico) . So i would like the refund pls. Thank you

Re: TROUBLE INSTALLING THE ESIM

hTideGnow — Wed, 06 May 2026 18:04:39 GMT

hi @LauraLegorreta

that is a bit trouble. You will have to check with PM agent to see if they can just sent you a eSIM via email. Please reply back and let us know the answer

you can submit ticket to PM agent 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