Activation failure for newly added esim

[snicoletti]

I subscribed to a plan yesterday and I’ve added the eSIM to my phone, but keep getting an error message saying “Unable to activate eSIM”. Do I need to remove the eSIM and start over? 

[eddieO]

@snicoletti did you try restarting your device after the eSIM was added? If yes then I would wait to hear back from the CS agent to see if there is something on their end that is needed to be done

[snicoletti]

The eSIM has been added and turned on, but is not connected to the carrier. 

[snicoletti]

I was able to install the eSIM, but it failed to activate. Will follow up with a CS agent. 

[hTideGnow]

HI @snicoletti 

what phone do you have?

can you login the PM app on your phone? if you can login, then go to the Account page and then click Buy sim card and choose eSIM.   You should get the replacement esim for free.  In case it still charging you $5, you can ask PM to reimburse it

A new esim should then fix your problem

[eddieO]

@snicoletti did you receive an email from Public Mobile with a QR code to scan? If not, you will need this email to scan the code to install and setup the eSIM. If you did receive it, go into your phone's cellular setting to see if you the eSIM is there and that the line has been turned on.

If you are not seeing the email or the eSIM in your phone setup you will need to contact a CS agent by clicking on the orange circle in the bottom right of your screen, type: Customer Support Agent

[slusagm]

don't remove yet, ask PM what to do.  Maybe they will ask you to get a new one via the app , but they will need to advise how to login to the app since your account not properly setup yet

You won't be able to open proper Chatbot ticket at this point, so message them here

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