Activation

[Nishka777]

Hello, I am attempting to activate. The plan is purchased but it wants an e sim and i purchased a physical sim.  It just keeps telling me my phone is not compatible with an e sim. I cannot get around it. Help

[hTideGnow]

hi @Nishka777 

if paid already, account already setup, can you login My Account to change/update the sim number?

@

[dust2dust]

It would seem you had left, or inadvertently chose, the selection for esim during that initial sign up. Logging in to the app with the intention of finishing (which is required), what can you do at this point?

[Nishka777]

also i purchased the plan a week ago

[Nishka777]

i did uninstall  and reinstall  same thing no step 3 

[Nishka777]

that is not an option it just wants to use an e sim or take me to support

[softech]

@Nishka777 the other way around 🙂

then at Step 3, click "I already have a SIM card" at the bottom of the screen

again, use the app to activate if you have not done so, or reinstall if you are using the app already

[Nishka777]

it is not that is why i purchased a physical sim at telus

[softech]

@Nishka777 

is your phone e-SIM compatible? 

if you have not completed the purchase, go back and start the activation again using the PM app on the phone.  The app will confirm it is eSIM comptible and will choose that for you at Step 3.  

Check this eSIM activation guide prepared by @Priority 

https://productioncommunity.publicmobile.ca/t5/Get-Support/e-SIM-Activation-Guide/m-p/1020154#M71133...

Add: If you already installed the app and was using it, uninstall the app first, reinstall and try again

[hairbag1]

@Nishka777 

just for info...what kinda phone you using. Sometimes PM has incorrect info.