topic Re: Bought eSim twice in Get Support

esim won’t transfer

lucciisi — Mon, 25 May 2026 23:46:05 GMT

I bought an eSIM using my old phone so that I can transfer it to my new phone but it’s not working every time I click transfer to a nearby phone on the new phone. It says I need to contact Public Mobile. I also didn’t get an email with a QR code when I purchased the new eSIM what do I do

Re: esim won’t transfer

softech — Mon, 25 May 2026 23:54:33 GMT

@lucciisi

you don't use the old phone to buy the eSIM for the new phone. You need to do it on the new phone directly

If you have a Samsung phone, as a Samsung new phone setup requirement, you need to borrow a physical sim card from friend. Insert the sim card in the new phone and setup Samsung and Google account first.

Then rebuy new eSIM after the phone is setup, 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

Bought eSim twice

lucciisi — Mon, 25 May 2026 23:58:24 GMT

so I purchased the five dollar eSIM on my old phone thinking I can transfer it over to the new phone but I couldn’t. No one told me that so I logged in on my new phone re-purchased a new SIM. How do I get refunded for the old one

Re: Bought eSim twice

softech — Tue, 26 May 2026 00:00:43 GMT

@lucciisi

esim replacement is only Free when the last eSIM purchase was over 15+ days ago

for your unique situation, you have to discuss with PM support directly and see if they can help

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Ticket", click "Contact Us" then choose a topic, click "Login", finally click "Click here to submit a ticket ↗"
(if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
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

Re: esim won’t transfer

lucciisi — Tue, 26 May 2026 00:00:44 GMT

can I get a credit to my account for the first eSIM purchased on the old phone

Re: esim won’t transfer

CSA_PM — Tue, 26 May 2026 15:48:45 GMT

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.