topic Re: Move eSIM to new phone in Get Support

Move eSIM to new phone

RGonzo — Wed, 12 Aug 2026 22:51:38 GMT

I am trying to move an eSIM to a new phone, when I try logging into my account it is telling me I need to subscribe even though I’ve been subscribed for 3 years now and paying for it

Re: Move eSIM to new phone

BKNS27 — Wed, 12 Aug 2026 23:01:04 GMT

@RGonzo

It seems that your email is not registered to EverSafe so contact a CS_Agent to linked them both together.

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

Once you are in your account. Purchase a new eSIM for your new phone. It should free.

Re: Move eSIM to new phone

softech — Wed, 12 Aug 2026 23:01:33 GMT

@RGonzo

The error indicates that the Eversafe login system is unable to locate your My Account from your email login. But no worries, it is an easy fix for PM support, you will just need to engage them by direct message.

Please open ticket using Public Mobile Expert Messaging (You will need to use your current Community account to login to submit the ticket):
https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/sms alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre

Re: Move eSIM to new phone

Dunkman — Thu, 13 Aug 2026 00:43:10 GMT

@BKNS27

Please see softech's post about the new ticketing system. Public mobile is going to phase out the private message CS_Agent option soon. Thanks.

https://productioncommunity.publicmobile.ca/t5/Announcements/Introducing-our-new-and-improved-Customer-Support-Agent-process/td-p/1461944

Re: Move eSIM to new phone

BKNS27 — Thu, 13 Aug 2026 00:44:20 GMT

@Dunkman

Thanks for the update!

Re: Move eSIM to new phone

BKNS27 — Thu, 13 Aug 2026 00:49:15 GMT

@softech @Dunkman

Strange when I clicked on the link. It indicated “Something went wrong” message.

Re: Move eSIM to new phone

Dunkman — Thu, 13 Aug 2026 01:00:07 GMT

@BKNS27

The link works for myself. However, I think that the roll out for the new ticket system is not fully completed yet. Depending on the province that you are living in.

If you go to the Get help section

https://www.publicmobile.ca/en/get-help

Scroll down to start a chat. Once the full conversion has been done, then the link should work for all customers.