topic Re: Esim not delivered in Get Support

Esim not delivered

allenh — Sat, 18 Jul 2026 00:53:54 GMT

I ordered a new esim this morning July 17 2026 . I still have not received an email with confirmation of purchase and a QR code ? The esim was also not on my new phone Ive tried to submit a ticket but cannot keeps saying error after filling out the form multiple time

Re: Esim not delivered

BKNS27 — Sat, 18 Jul 2026 00:57:14 GMT

@allenh

Try contacting a CS_Agent:

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

Re: Esim not delivered

hTideGnow — Sat, 18 Jul 2026 01:30:08 GMT

hi @allenh you don't "order a new esim" and wait for it to send you an email

you use the app and it installs it for you. So, if you used the app to buy eSIM, it is already installed on your phone.

check Sim Manager or Settings-> Cellular screen, it should be there. Then just enable it and set the label to Primary. Reboot your phone and Reset network settings

Re: Esim not delivered

allenh — Sat, 18 Jul 2026 02:28:14 GMT

Thx for the reply I understand the process I got a new iPhone and the lady at Apple copied all the data from the old phone to the new phone including the phone numbers When it was complete we purchased a new eSIM for my new phone that only uses an eSIM The problem Len is that the eSIM was bought on the old phone not the new phone .I also bought a new eSIM on the app on the new phone but still can’t get the eSIM that’s why I thought I could access the email and scan the we code but have not received an email for either eSIM purchases Thx for yiu

Re: Esim not delivered

hTideGnow — Sat, 18 Jul 2026 02:35:00 GMT

hi @allenh if you installed the app on the new phone and use it, then the new eSIM would have installed on the phone already. you don't see it there?

you need to ask PM 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: Esim not delivered

allenh — Sat, 18 Jul 2026 03:39:18 GMT

Yes my thoughts exactly I did order a new esim on the new phone but under cellular settings it lists my phone number from public but no sim The new phone only accepts an esim . I can't delete the phone number from settings or set up cellular and I dont want to delete the number and sim on my old phone either . I guess I could pull the physical sim out of old phone and try and see if an esim gets delivered to my old phone and copy it to my new phone ?

Re: Esim not delivered

allenh — Sat, 18 Jul 2026 04:06:47 GMT

I pulled the physical SIM card out of my old I phone turned off the wifi and I still have data and able to get email and browse so an esim has been installed on my old phone but I just can't transfer the esim to my new phone should I reset my new iPhone to factory and try reinstalling all my information from iCloud on my new phone