topic Re: Need help, phone won't recognize esim in Get Support

Need help, phone won't recognize esim

Amandala — Sun, 21 Jun 2026 22:00:57 GMT

Hi everyone, I dropped my phone a year ago and it messed with my sim card tray. The solution was to move to esim and it seemed to work. Unfortunately I didn't learn how to not drop my phone again so flash forward a year I dropped my phone again and I kept getting an error code about the SIM tray again even though I was using an esim. It eventually kicked me out despite saying I was connected to my esim. I couldn't make calls or texts. I had to do a network reset and it didn't seem to do anything. I updated my phone and now it says emergency calls only instead of no service. I need help on reconnecting to my esim in case doing the network reset kicked me out forever. Please help?

Re: Need help, phone won't recognize esim

Chalupa_Batman — Sun, 21 Jun 2026 22:25:40 GMT

@Amandala wrote:
Hi everyone, I dropped my phone a year ago and it messed with my sim card tray. The solution was to move to esim and it seemed to work. Unfortunately I didn't learn how to not drop my phone again so flash forward a year I dropped my phone again and I kept getting an error code about the SIM tray again even though I was using an esim. It eventually kicked me out despite saying I was connected to my esim. I couldn't make calls or texts. I had to do a network reset and it didn't seem to do anything. I updated my phone and now it says emergency calls only instead of no service. I need help on reconnecting to my esim in case doing the network reset kicked me out forever. Please help?

Turn your phone's Airplane mode on. Then turn off your phone for 5 minutes. Then turn the phone back on, turn off Airplane mode. This will reconnect you to the network.

You can go into your settings and see if your eSIM is still there and if it's set as Primary. If your eSIM is gone, then download the app and purchase a new one. They are free after the first purchase so when you get to check out, $0

Re: Need help, phone won't recognize esim

slusagm — Sun, 21 Jun 2026 23:02:16 GMT

Almost sound like a device problem

But check if you can login PM app. If you can login, then get a replacement eSIM for free from Account -> purchase sim card and select eSIM

Re: Need help, phone won't recognize esim

Amandala — Mon, 22 Jun 2026 00:33:18 GMT

This didn't work unfortunately. When I go through the app to order a e-sim it still says it's $5+ are you sure it's free?

Re: Need help, phone won't recognize esim

Amandala — Mon, 22 Jun 2026 00:34:14 GMT

I was able to log in but no option for a free sim it says $5

Re: Need help, phone won't recognize esim

softech — Mon, 22 Jun 2026 00:36:03 GMT

@Amandala wrote:
I was able to log in but no option for a free sim it says $5

@Amandala

it is free if your last eSIM ordered with more than 15 days ago

But PM support will usually reimburse you the cost if you experiencing technical issues and need a new one to resolve it. Buy the new one first and open ticket for PM CS agent to request reimbursement

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