Can't get into account- new customer

[MZHR1]

Created new account a couple days ago and was able to log in. Am trying to complete my activation but error message coming up my esim is incompatible and won't let me go any further. Posting this through wife's account as can't log in. 

[hTideGnow]

HI @MZHR1 

most the time, the error about incompatible can be resolved in the end

please submit a ticket with CS agent here:

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

[softech]

@MZHR1 

let try to see if we can get the eSIM going first.

Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you automatically, or you will get a QR code to install yourself. 

If you missed the step, there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step),  try to reboot your phone once.  

If it still does not connect and if you have any active sim on the phone , disable them (eSIM/Physica sim) or remove the physical sim.  Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh 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, or you are not even at the eSIM installation step yet, please open ticket with PM support

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there