topic Account to get e sim in Get Support

Account to get e sim

Draftdude553 — Sun, 24 May 2026 16:45:39 GMT

I can’t access my account with my new phone but can with the old phone. I simply want to get an e sim for the new phone but nothing I have tried works

Re: Account to get e sim

Chalupa_Batman — Sun, 24 May 2026 17:05:33 GMT

If it's an Android phone, go into your app settings and clear the cache, then data. Then reboot. If it's an iPhone, delete the app, restart the phone and redownload the app. Sometimes there are glitches.

All I want is an e sim

Draftdude553 — Sun, 24 May 2026 22:36:24 GMT

l have a current phone with a regular sim and now got one which uses an e sim. I have tried to buy the e sim in the Public app, but mostly, I can't get onto the Public App with the new phone. It always says something went wrong, but I can get on with the old phone. When I did get on once with the new phone, on the app, it told me I had to download the app to get the e sim, but I was on the app. I can't get it with my computer, I can't get it with the old phone and can't even get into my account with the new phone. I've shut the new phone down, reloaded the app a couple of times, but nothing helps.

Re: All I want is an e sim

slusagm — Sun, 24 May 2026 22:38:57 GMT

what phone do you have?

if it is not an iPhone with eSIM only, why not keep using the physical sim?

try uninstall PM app, reboot phone and reinstall again

if still fails to install or unable to login, you will have to ask PM to help. They might be able to send you an eSIM QR code

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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

Re: All I want is an e sim

BKNS27 — Mon, 25 May 2026 00:27:29 GMT

@Draftdude553

Does the new phone on the latest iOS/OS?

Update the latest iOS/OS and try the PM app again and purchase the new eSIM.

How do I contact a live agent who can help me?

Draftdude553 — Mon, 25 May 2026 10:43:48 GMT

Nothing which has been suggested by the community has helped me get an e sim for my new iPhone. I have an iPhone 8 with regular sim and now need an e sim for my new iPhone 17. I cannot access my account with the new iPhone as it constantly says something went wrong. I can access my account with my computer though but can't buy the e sim with it. I mostly can't access my account with the iPhone 8 and once, when I did, it would not allow me to buy an e sim as it doesn't use one. I'm totally at a loss and I've helped several people with their issues on Public over the 6 years I've had the service. How do I talk to someone?

Re: How do I contact a live agent who can help me?

kb_mv — Mon, 25 May 2026 11:16:24 GMT

@Draftdude553 Two ways to contact support. Either open a ticket using the chat icon or if that gives issues, send a DM to: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Watch the envelope icon for a reply.

Edit: you don't/can't actually talk to someone. All assistance is through messaging.

Re: How do I contact a live agent who can help me?

softech — Mon, 25 May 2026 11:51:09 GMT

@Draftdude553

I have escalated your ticket on your behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: All I want is an e sim

CSA_PM — Mon, 25 May 2026 16:54:53 GMT

Hi
I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

All I want is an e sim-still no luck after 5 days

Draftdude553 — Wed, 27 May 2026 19:09:24 GMT

I don't know where to turn anymore. It's been 5 days and discussions with a CS agent and I still have no e sim. Does anyone have any suggestions of where I should turn next? I did get the QR from the CS agent, but after about 3 hours, it came back saying it could not activate the sim, and to contact Public Mobile. I have not gotten any replies back since despite leaving messages for the agent. The people who I recommended Public Mobile to are asking me every day if I got my sim, and it's quite embarrassing to tell them I still don't have it.