Account access without phone setup complete

[MarlaJ]

My son's public mobile account trsanfer from koodo did not complete properly.  The esim setup was not complete and now the otp to the account is not accessible.  We have received one otp via email, but a second is sent to the phone and there is no other option.  we are stuck.  please help

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[hTideGnow]

hi @MarlaJ 

then did you take the last advise by Oracle to open ticket with PM support?

[MarlaJ]

Thank you for your help.  This did not solve the problem.  I have a QR code from PM but when I scan it, a message says, "unable to activate SIM" then gives me the option to "Cancel" or "Try Again".  Nothing works though.

I have obtained a physical PM sim but not sure how to that could solve my problem.

Any advice?

[softech]

@MarlaJ 

there is a chance that the "eSIM" error was just because it was installed but not properly enabled.  Please check:

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.

If it still does not work, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor the Community inbox (envelope icon on top right) after ticket submitted, CS Agent will reply there