topic Re: Unable to submit a ticket in Get Support

Unable to submit a ticket

alic761 — Sun, 07 Jun 2026 01:06:40 GMT

I’m having the exact same problem I don’t have a solution just letting you know you are not alone !!

Re: Unable to submit a ticket

softech — Sun, 07 Jun 2026 01:07:33 GMT

If you cannot login My Account and unable to submit a ticket using Chatbot, please engage PM CS agent by direct message 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

Re: Unable to submit a ticket

alic761 — Sun, 07 Jun 2026 01:08:29 GMT

I did try that I haven’t heard anything back yet thank you for the help

Re: Unable to submit a ticket

softech — Sun, 07 Jun 2026 01:10:24 GMT

@alic761

what is your issue? Kindly share and we will see if we can assist

At the same time, 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: Unable to submit a ticket

alic761 — Sun, 07 Jun 2026 02:00:32 GMT

I purchased an eSIM but it did not go through to the install process all I got was a message saying were unable to perform at this time’ or along those lines my account shows that the eSIM was purchased but I didn’t receive an email confirming or with the QR code still haven’t heard back from CS_agent

Re: Unable to submit a ticket

softech — Sun, 07 Jun 2026 02:03:42 GMT

@alic761

Reboot your phone and try login PM app again and see if it can completed

Even if you are getting the same error, check if the SIM was already installed. Sometimes the error is because the sim was there but not properly setup.

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.

Re: Unable to submit a ticket

alic761 — Sun, 07 Jun 2026 03:04:10 GMT

I have tried resetting the phone tried checking to see if it’s there on the phone it isn’t. I never got an email confirming the email and with the QR code. I keep getting an error message in the app saying we’re sorry something went wrong please try again. When signing into the app I can still access everything etc but the message keeps popping up I’ve tried reinstalling the app I’m about out of ideas

Re: Unable to submit a ticket

CSA_PM — Sun, 07 Jun 2026 13:24:33 GMT

@ alic761
An agent is already reviewing your ticket. Please check your Community account inbox and respond as soon as possible.