topic Can’t install eSIM in Get Support

Can’t install eSIM

Travis_160 — Sat, 06 Jun 2026 21:39:12 GMT

I bought a new phone that only takes eSIMs. My current phone is eSIM compatible but I’m using a physical SIM card as I had issues trying to download the eSIM during my initial public Public Mobile activation. Now I’m stuck not able to download an eSIM on either phone. I keep getting an error message and saying to go look up my activation email, but that was years ago and I no longer have it. No idea how to get around this and download an eSIM.

Re: Can’t install eSIM

BKNS27 — Sat, 06 Jun 2026 21:53:13 GMT

@Travis_160

The email is just the login ID so it doesn’t matter if it is active or not. Just as long as the password is correct.

You need to contact a CS_Agent to help you login to your account to purchase and change from SIM to eSIM on the PM app.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can’t install eSIM

Travis_160 — Sun, 07 Jun 2026 05:57:20 GMT

@BKNS27

I can login to my account just fine. The issue I’m having is I can’t download an eSIM. I keep getting an error message that’s refers me to go check an activation email that I don’t have anymore.

Re: Can’t install eSIM

hTideGnow — Sun, 07 Jun 2026 12:53:16 GMT

hi @Travis_160

can you post the screenshot of that error message about the activation email?

or you can ask PM support 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

Re: Can’t install eSIM

Travis_160 — Sun, 07 Jun 2026 15:26:21 GMT

I just get a generic “something went wrong” error message. Reading the support pages is what has led me to believe I need the QR code in my original activation email. But that didn’t work when I first joined either. I had troubles with downloading eSIM from the start and customer service’s solution was for me to buy a physical SIM. That’s no longer a solution now that new phones don’t support physical SIMs. I have no option to purchase a new eSIM on the app either. It’s like I’m stuck in this loop of needing to install this original eSIM that failed when I first activated. I sent a direct message to support, but still waiting for a response.

Re: Can’t install eSIM

hTideGnow — Sun, 07 Jun 2026 15:30:01 GMT

HI @Travis_160

you don't actually need the QR code, the app tried to installed that for you

can you check your Settings , Cellular screen and confirm if the PM sim is there? if it is, then enable "Turn on this line" and set it with label Primary

if it is not there, then yes, you will need PM support agent to help. Use the link I provided above to message PM agent