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Activation from esim to physical sim

Good Citizen / Bon Citoyen

Hi all, 

   I got in on the Black Friday deals. Like most, I checked my IMEI number on the site for esim compatibility and it said my phone was compatible with esim (Samsung S20 Ultra). I went ahead and purchased the plan with esim activation. Upon activation on the Public Mobile phone app, it says that my phone is indeed not compatible with esim. No biggie, I purchased a physical sim. I inserted the physical sim in my phone and tried to activate again, but my app is still stuck in the esim activation page, so it goes directly to step 6 of the activation page and says my phone is incompatible with esim. My Public Mobile desktop account doesn't have a management page because the activation is not complete, it just goes to a page where there is a button to continue activation (again with esim only). I tried uninstalling the app and reinstalling, restarting the phone, any of the common resolutions. 

Anyone have any clue on how to resolve this on my own?

I have PM CS_Agent already, but I guess because of the high volume, I have not received a reply over a day. 



Good Citizen / Bon Citoyen

Thank you for all the advice everyone, a CS_Agent has reached out to me.

Mayor / Maire


watch the little envelop icon on top right side of page will be highlighted when they respond.

Mayor / Maire

Great job so far. I have sent you a message directly. Please check and keep us posted upon success.

Mayor / Maire

@JC24  Sound a like you did all the right steps and so now you now  have to wait for support to reply to you 

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