Cannot Activate eSIM on iphone 12

[Roberto8]

Hi, I just purchased an eSIM. According to my IMEI number, my phone is compatible with eSIMS, but I cannot activate it. I have used eSIMs in the past from different countries so this shouldn't be a problem. I have checked that my settings are set to Canada and have deactivated my other eSIMS. The support says to try scanning the QR code from the activation email to add eSIM, except there is no QR code in the emails, only one to download the app.

Any advice please?

[alecd]

Hi! I had a similar problem when activating my eSIM.

In my case, the easiest solution was to complete the activation through the Public Mobile app and wait. If that doesn’t work, check the welcome/activation email from Public Mobile carefully, as there may also be a QR code you can scan to install the eSIM.

The QR code used to download the Public Mobile app is not the same thing as the eSIM activation QR code.

Since you’ve used eSIMs before and your phone is confirmed compatible, I would first try logging into the Public Mobile app and completing the eSIM installation from there. Also make sure you are connected to Wi-Fi during the activation.

Hope this helps!

[hTideGnow]

hi @Roberto8 

if you used the app to subscribe, it should have installed the PM esim and you don't need the QR code.  Do you see the PM esim on your phone's Settings, Cellular screen?  if it is there, make sure it is enabled and set the label to Primary.  Then Reboot your phone and reset network settings.

but if that does not work, ask PM to help.  They can send you another eSIM if needed.  You can submit an Expert Messaging ticket using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca
Support hours of operation: 9 AM to 10 PM EST 

[slusagm]

some iPhone has trouble with eSIM, ask PM to check 

  Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link https://expert-messaging.publicmobile.ca/guest/chat/
 (Use your Community account to login.  For 2FA, you might need to use email to receive if you cannot receive the text on the phone.) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )