topic Esim qr code never arrived in Get Support

Esim qr code never arrived

Edvin12 — Fri, 22 May 2026 02:07:45 GMT

I purchased esim to setup a new device, i haven't received email with qr code. I did it twice no luck. Any help?

Re: Esim qr code never arrived

softech — Fri, 22 May 2026 02:10:53 GMT

You don't need the eSIM QR code in the email. You used PM and completed the activation at Step 6 and the app would have installed the eSIM for you already

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: Esim qr code never arrived

Edvin12 — Fri, 22 May 2026 02:15:06 GMT

I'm setting up new device it need qr code to set it up

Re: Esim qr code never arrived

softech — Fri, 22 May 2026 02:19:55 GMT

@Edvin12 So, you are setting up new device?

eSIM cannot be moved. BUT Luckily, you can get a replacement for FREE

To rebuy new eSIM for FREE, first, download the app on your new phone and login. If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM.

Once it confirms your phone is eSIM compatible, click Pay $ and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

https://www.publicmobile.ca/en/get-help/articles/esim-faqs

While direct eSIM to eSIM transfers are not supported, we do offer the option to transfer service from one eSIM to another by purchasing a new eSIM. If you are already using a Public Mobile eSIM, when you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:
* The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
* The eSIM must have been purchased at least 15 days prior to the new request.

Re: Esim qr code never arrived

Edvin12 — Fri, 22 May 2026 02:23:29 GMT

Unfortunately i cannot bypass this phone setup page without setting up a sim

Re: Esim qr code never arrived

softech — Fri, 22 May 2026 02:25:50 GMT

@Edvin12 yes , this is a Samsung security feature. This is to assure the phone is not stolen. You need to borrow a physical sim from a friend to get the phone setup with Samsung and setup the Google account first. There is no other workaround

Re: Esim qr code never arrived

Edvin12 — Fri, 22 May 2026 02:27:42 GMT

Oh okay, but I'm wondering why i didn't receive any emails. Even a payment confirmation email not arrived. I can see post reply emails though