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Can't download eSIM after having phone number

masaK
Great Neighbour / Super Voisin

Hello, Please somebody help me!!!

I recently purchased an eSIM for my new Samsung Galaxy A35 5G from Public Mobile. During the initial phone setup, I was unable to download the eSIM. I then downloaded the eSIM to my wife's Galaxy A35 5G with the intention of transferring it to my phone, but this was unsuccessful. I subsequently removed the eSIM from my wife's phone. After the removal, I tried to download eSIM into my new phone, but there is an error message saying this eSIM is used by another user. 

Now, even my wife's phone does not have eSIM, and I'm unable to log in to my Public Mobile account to correct this probelm, because the 6-digit verification code is sent to the phone number associated with the eSIM, which I cannot receive due to the unsuccessful download.

I would like to cancel the auto-renewal for my subscription, but I cannot do so without accessing my account. Can you please assist me in resolving this issue?"

5 REPLIES 5

@masaK  That's what I do too. Most countries and travel eSIMs seem to be free. Besides travel eSIM is likely better value:


>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.

BKNS27
Mayor / Maire

@masaK 

The advantage of the SIM is that you can transfer from phone to phone by popping out the SIM and installing into another phone.

I always use the SIM on my phone and use eSIM when I purchase a local eSIM while travelling abroad.

masaK
Great Neighbour / Super Voisin

Thank you, Mayor!!! Just submitted ticket. Thank you!!!

slusagm
Mayor / Maire

you cannot download the esim on one phone and transfer it to another.  Esim cannot be transfer across phone.  You should install the PM app on the phone it needs the esim and complete the activation or puchase esim there

but you are stuck at this stage and need PM to help to sort it out.   

 Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here

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

Chalupa_Batman
Mayor / Maire

Hello @masaK 

Sounds like you need help from a CS Agent to fix this mess.

ou can submit  ticket by direct message:  

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage        

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